Technical Operations Support Analyst
HybridAliso Viejo, California, United States
Job Summary
Acknowledge, triage, and resolve support requests by following Standard Operating Procedures while maintaining service level agreement commitments. Perform routine operational tasks and maintenance activities, escalating issues appropriately when they fall outside established procedures. Monitor operational queues to ensure timely resolution of assigned work and create, update, and maintain SOPs and knowledge base articles. Identify recurring issues and repetitive tasks to provide feedback on automation opportunities and reduce manual effort. Partner with technical teams to improve workflows, tooling, and operational processes while communicating clearly regarding ticket status and operational risks. Work flexible schedules including evenings, weekends, and holidays as business needs require.
Required Qualifications
- 1–3 years of experience in Information Technology, Technical Support, Operations Support, or a related field
- Foundational understanding of computer systems, operating systems, networking concepts, and troubleshooting methodologies
- Experience working with ticketing systems, service request management, or operational support processes
- Ability to follow documented procedures while maintaining attention to detail and accuracy
- Strong written and verbal communication skills
- Strong organizational skills and attention to detail
- Ability to collaborate effectively within a team environment
- Demonstrated commitment to learning and professional growth
- Strong sense of ownership and accountability for assigned work
- Ability to manage multiple priorities in a structured environment
- Willingness to work flexible schedules, including evenings, weekends, and holidays, as business needs require
- Background checks at the offer stage for all new employees (which may include criminal background checks for some roles)
Desired Qualifications
- Experience with Linux operating systems and command-line tools
- Experience troubleshooting hardware, software, or infrastructure-related issues
- Familiarity with Jira, Confluence, ServiceNow, or similar ticketing and documentation platforms
- Exposure to cloud computing platforms such as AWS or Google Cloud
- Experience supporting operational environments that require adherence to SLAs
- Basic scripting experience using PowerShell, Bash, Python, or similar technologies
- Coursework, certifications, or training in Information Technology, Computer Science, Networking, or related disciplines
- Familiarity with monitoring, alerting, or observability tools
- Experience participating in process improvement or operational efficiency initiatives
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.