Operations Support Technician I

Operations Support Technician I

• Department: TOC
• Employment Type: Full Time
• Location: Costa Rica
• Compensation: $55,000 - $60,000 / year

Description

You are the initial contact with the client, setting the tone for the client services provided. An operations support level one triage job involves providing the first line of defense for a company's systems and users. The primary duty is to receive and assess incoming technical issues and requests, prioritize them based on urgency, and either resolve them using established procedures or escalate them to higher-level teams.

Key Responsibilities

Following are the major results needed for success in the role. Additional responsibilities, tasks and duties will be assigned and required as needed.

· Incident handling and triage: Serve as the initial point of contact for technical issues reported via phone, email, chat, or a ticketing system by clients. Gather essential information from users to accurately categorize the problem.· Basic troubleshooting: Diagnose and resolve common, straightforward issues by following documented procedures and a knowledge base.· Escalation: Identify and escalate more complex or critical issues to Tier 2 or Tier 3 support teams, providing a clear and detailed account of the problem and the steps already taken.· Communication: Maintain professional and clear communication with end-users throughout the process, keeping them informed of the status of their requests.· Documentation: Create and update help desk tickets, documenting the issue, troubleshooting steps, and resolution. This helps build the knowledge base for future issues.· User support: Provide basic technical assistance for user access such as password resets and MFA setup.· Incident Reporting with our Partner: Gather the required information from our clients / referrals to request services from our partners with detailed accurate information from the caller (requestor). In an efficient, calm and expedient manner send request and confirm of partner’s acknowledgment. Follow up as needed.· Additional Ops Support Tasks – Support additional tasks for the Technology Operations Center team to provide excellent Client services as needed.

Skills Knowledge And Expertise

Below are the minimum skills, formalized training, practical experience and/or education required to perform the general functions and duties of the role.

· Technical aptitude: Fundamental understanding of computer systems, networks, and common software.· Problem-solving: Ability to quickly analyze a problem and determine the most appropriate course of action.· Communication: Excellent verbal and written communication skills to effectively interact with clients & end-users and technical teams.· Organizational skills: Ability to manage and prioritize a high volume of support requests and tasks.· Operational Focus and Mindset – Be prepared to work in a mission-oriented operations team. Act with a sense of urgency and importance. Be vigilant and diligent to ensure constant high quality.· Customer service: Patience and a customer-focused attitude to assist people who may be frustrated or under pressure.· Tools familiarity: Experience with ticketing systems (e.g., Service Now, Slack) and other support software.· Must be able to understand job duties and responsibilities, have the necessary skills/knowledge and be willing and able to continue learning and growing within the field.· Proven ability to comprehend and execute documented processes.· Excellent Client Phone support experience· Excellent verbal and written communication skills.

Why Deepseas?

At Deep Seas, we like to say that heart rates go down, careers take off, and security programs mature. Our values provide the ultimate guide for our daily behavior and decisions. Without these values, we aren’t Deep Seas. They preserve the essence of our organization, reflect the personalities of our Deeps (how we affectionately refer to our teammates), and enable us to exceed expectations. Our values are:

• We are client obsessed. 
• We stand in solidarity with our teammates.
• We prioritize personal health and well-being.
• We believe in the power of diversity.
• We solve hard problems at the speed of cyber.

This is your chance to join a supportive crew of teammates and an industry-leading organization that values opportunities for growth. If DeepSeas sounds like a good fit for you, send us your resume and let’s talk!

Information security is everyone’s responsibility:

• Understanding and following DeepSeas’s information security policies and procedures.
• Remaining vigilant and reporting any suspicious activity or possible weaknesses in DeepSeas’s information security.
• Actively participating in DeepSeas’s efforts to maintain and improve information
• security.
• DeepSeas considers this position is as Moderate Risk with a potential to
• view/access/download restricted/private client/internal data. This information must be treated with
• Sensitivity and in the most secure manner. HR reserves the right to perform random background/drug
• Screens to ensure the safety of client/DeepSeas data