EOC Support Analyst

Job description

Overview The EOC Analyst requires basic systems administrative skills and capabilities as well as a strong customer service background. This position is responsible for receiving incoming calls and alerts regarding services for both internal and external customers. Calls, e-mails, or monitored events may require the creation and escalation of a thoroughly documented ticket. The analyst is also responsible for identifying critical issues and engaging key resources while gathering information needed to effectively escalate problems in a fast-paced environment. Analysts in this position will be working in a fast paced, and sometimes high-pressure, environment and as a part of a team which is staffed on a continual 24/7/365 basis. Responsibilities: - Provides quality internal and external customer service surrounding the Company values. - Utilizes tools to identify and remediate/escalate incidents quickly. - Perform basic diagnosis and troubleshooting of technical events. - Train and master entry level system administrative tasks - Identify critical issues and engage key resources in a timely manner. - Gather and document information from multiple sources to determine path of escalatio...