Operations Analyst

Job Summary The Operations I role provides Level-2 technical support for hardware, software, and peripheral incidents, with a strong focus on first-call resolution and excellent customer service. This position supports a 24/7 operation and requires strong troubleshooting skills, ticket ownership, and effective communication with users and internal teams. Key Responsibilities Validate site, user, and contract information upon ticket receipt. Make outbound calls to gather missing details and clearly define incident scope. Troubleshoot and resolve Level-2 issues related to: PCs and laptops Printers, scanners, and peripherals POS devices and monitors Aim for first-call resolution while maintaining high customer-service standards. Accurately document all actions, findings, and resolutions in the ticketing system (Clarify). Contribute new solutions and fixes to the knowledge base. Coordinate with Logistics, Level-1 support, Service Desk, and Technical Support teams to remove blockers and clo...