IT Operations Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main internal support resource for NICE CXone, RingCentral, and associated communication applications.

• Address issues related to call connectivity, softphone functionality, authentication, agent availability, and audio quality.

• Gain insights into contact center queues, skills, agent assignments, and routing configurations.

• Execute regular agent setups, configuration modifications, and access updates.

• Collaborate with telecommunications vendors for advanced troubleshooting and platform-level assistance.

• Manage vendor escalations by collecting information, communicating business impacts, tracking progress, and verifying resolutions.

• Keep documentation updated for communication system issues, configurations, and administrative protocols.

• Provide technical assistance for employee issues related to Microsoft 365, Windows devices, business applications, authentication, connectivity, and workplace technology.

• Oversee support tickets until resolution with precise documentation and prompt communication.

• Research technical issues using documentation, system tools, and vendor resources.

• Escalate incidents to the appropriate technical resources.

• Update employees on issue statuses, troubleshooting progress, and next steps.

• Collaborate with Systems Administrators and external support providers.

• Assist with employee onboarding, offboarding, and application access requests that require manual intervention.

• Detect recurring support requests, technical challenges, training gaps, and opportunities for automation.

• Develop and maintain technical procedures, troubleshooting guides, and knowledge articles for employees.

• Record recurring issues, troubleshooting steps, root causes, and resolutions.

• Review and revise documentation as systems, configurations, or procedures evolve.

• Identify undocumented processes and enhance IT knowledge resources.

• Analyze trends in support tickets and recurring incidents.

• Investigate persistent technical challenges and workflow complexities.

• Suggest enhancements to support processes, self-service options, and technology utilization.

• Partner with Systems Administrators to test and implement approved enhancements.

• Evaluate the effectiveness of improvements based on ticket trends, incident volumes, and user feedback.

⛳️ Requirements

• Minimum of 3 years of experience in IT support, technical operations, systems support, or a similar role.

• Experience in supporting or troubleshooting cloud-based phone systems, unified communications platforms, or contact center technologies.

• Proficient in Microsoft 365, Windows operating systems, and common business applications.

• Skilled in troubleshooting authentication, application access, connectivity, and end-user technical challenges.

• Experience working with technical vendors and managing escalated support cases.

• Strong analytical and troubleshooting capabilities, including the ability to resolve unfamiliar issues independently.

• Excellent written and verbal communication skills, with the ability to clearly explain technical issues to non-technical employees.

• Competency in creating and maintaining precise technical documentation and user instructions.

• Strong organizational skills with the ability to handle multiple priorities effectively.

• Proven initiative in problem identification, inquiry, and follow-through on resolutions.

• Ability to recognize when additional help is required and to escalate issues as needed.

• Preferred: Experience with NICE CXone, RingCentral, or similar cloud communications platforms.

• Preferred: Background in administering routine configurations within a cloud phone or contact center platform.

• Preferred: Familiarity with Microsoft Entra ID, Intune, and identity and access management.

• Preferred: Experience supporting Salesforce or other enterprise CRM applications.

• Preferred: Experience with IT service management platforms such as Desk365, ServiceNow, or Jira Service Management.

• Preferred: Experience in developing knowledge bases, standard operating procedures, or process documentation.

• Preferred: Exposure to workflow automation, employee self-service solutions, or process improvement initiatives.

• Preferred: Familiarity with incident management, change management, and best practices in IT service management.

• Preferred: Experience supporting multi-location organizations or contact center environments.

🏝️ Benefits

• On-the-job training.

• Opportunities for professional development.

• Paths for advancement.

• Comprehensive benefit offerings.