Service Operations Center (SOC) Operator

Elite Contracting Group•Petersburg, VA

11d•$25 - $28•Onsite

About The Position

Elite Contracting Group is seeking a SOC Operator to join our Service team. Elite employees receive above-average pay and access to a comprehensive benefits package including medical, dental, vision, short-term disability, and life insurance. At Elite, we pride ourselves in recognizing each employee is a vital asset to our ability to deliver exceptional service. In our nearly 30 years in business, we have never laid-off employees due to lack of work.

Requirements

Troubleshooting skills and ability to fully resolve issues
Strong organizational skills and the ability to communicate effectively
Ability to multitask and manage requests with short turnaround times
Have used a major ticketing system to manage support incidents
Helpdesk experience supporting customers or employees in an IT role
Experience working with vendors and help lines resolving issues
One or more industry recognized certifications or equivalent formal training/education
Basic remote troubleshooting, monitoring, and diagnostic tools
Basic computer, hardware, and software support

Responsibilities

Answer incoming service/technician calls
Manage service tickets and follow ups with customers
Communicate with customers verbally and via email
Review, compile, and analyze data
Understand Elite customer contracts
Identify and request materials for service technicians
Complete processes for bill of materials, invoicing, and quality checks
Provide initial troubleshooting support related to software, desktops, servers, network devices, and security and CCTV camera systems
Perform other duties as assigned