IT Operations Support Specialist -

IT Operations Support Specialist -

USWired is a leading provider of managed IT services with headquarters in the Bay Area. We specialize in providing IT support, IT consulting, and cloud services. We provide a unique blend of managed services to our customers and flexible service delivery. Our team is comprised of experts in infrastructure, applications, business processes, and project management. Our clients include high-tech start-ups, small to mid-sized companies, large enterprises, and local branches of well-known global titans.

We have an immediate opening for a IT Operations Support Specialist.

The Position:

The IT Operations Support Specialist will coordinate support to customers and develop and streamline internal procedures to provide best in class support experience for our customer base across multiple channels. This includes overseeing the helpdesk operations as well as leading a small support team. You will define, develop, and implement operating procedures appropriate for a 24/7 service desk, as well as other functions related to supporting our day-to-day operations.

• Lead a small team and provide day to day guidance and mentorship
• Ensure the team provides quality Tier-1 and Tier-2 support to customers
• Coordinate shift coverage of a 24/7/365 after-hours service desk operation
• Administer our support tools, including ticketing and monitoring systems
• Oversee monitoring and support of customer infrastructure systems and applications
• Oversee the outage management process for both internal and external customers
• Oversee the problem management process to support root cause analysis and remediation
• Oversee the deployment of systems patches to customers
• Document and implement internal improvements to processes to meet our service levels
• Provide regular reports and metrics to management

• 2-5 years of experience in customer service with 1-2 years of team leadership experience
• Associate's Degree or equivalent in a related field is a plus
• Experience in IT service industry is a definite plus
• Strong customer service skills
• Ability to excel in a fast-paced company with minimal day to day supervision
• Critical thinking skills with operational problem-solving abilities
• Strong written and oral communication skills
• Energetic with strong interpersonal skills