Encore Technologies
Operational Analyst Cincinnati, OH
Encore Technologies is seeking an Operations Analyst.
This is an onsite role in Cincinnati Oh
Work schedule is Mon- Thurs 9:00 am – 8:00 pm EST
Encore Technologies has been named one of the fastest-growing companies as well as Tech Company of the Year by the Cincinnati Business Courier. We are a comprehensive IT support provider focused on solving business challenges with innovative solutions. Our mission is to serve as a long-term trusted advisor to help develop and support our customer’s strategic and transformative initiatives.
Minimum Knowledge, Skills, and Abilities Required:
1+ years of experience working in IT support or service desk environments. Beginner-to-intermediate level understanding of networking and server basics is preferred.
CompTIA A+, Server+, and/or Network+ certifications desired. HDI Support Center Analyst certification is a plus.
Core Function:
The Operations Analyst executes Command Center objectives in the remote monitoring and alert response realms for both internal and external infrastructure. This includes network, server, storage, database, and cloud monitoring. Operations Analysts are responsible for engaging in timely response as well as incident management procedures as defined by environment-specific operational runbooks. This role reports to the Operations Supervisor.
Essential Duties & Responsibilities:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this position.
Monitor service queues for alert tickets.
Monitor pane-of-glass environment monitoring tools for alerts or irregularities
React to alerts in an expedited fashion.
Follow detailed runbooks that describe processes for an alert response.
Perform Level 1 Analysis and Triage of alerts as appropriate.
Generate and host technical support bridges in response to alerts as appropriate.
Communicate with key incident/alert response personnel both within the company and externally.
Thoroughly document activities participated in, including alert responses and technical support bridge timelines.
Physical and Mental Demands:
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multimedia; use hands to handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Mental Demands
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients, and Vendors. Employees must maintain composure in a fast-paced, high-quality environment where personal and team accountabilities are the defining factors.
General Office Environment
Work is generally sedentary in nature, but may require standing and walking for up to 15% of the time. Work is generally performed within an office environment, with standard office equipment available.
Encore Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.