Operations Technical Support (Full Time, 6-12 month Contract;Remote, Rotating Shifts)
Optomi, in partnership with one of our clients, is seeking an Operations Technical Support professional to provide reliable technical support to a global customer base within a 24/7 service environment. This role will serve as a key point of contact for end users through phone and email, troubleshooting common access, application, device, and Microsoft 365 issues while taking ownership of incidents from initial contact through resolution or escalation.
The Operations Technical
Support professional will utilize Active Directory to support user access and account-related requests, accurately document and prioritize tickets, communicate timely updates, and coordinate with additional resolver teams when necessary. This individual will focus on delivering a strong customer experience while achieving first-contact resolution whenever possible and ensuring unresolved issues are properly triaged and escalated. The ideal candidate brings hands-on Active Directory experience, a strong customer service background, foundational IT troubleshooting skills, and experience working within a ticketing platform such as ServiceNow or Remedy. Success in this role requires excellent communication, attention to detail, ownership of customer issues, and flexibility to support morning, afternoon, night, and weekend shifts within a 24/7 operation.
Job Hours:
Rotating shifts within a 24/7 support environment, including morning, afternoon, night, and weekend shifts.
Responsibilities:
Provide Tier 0/Tier 1 technical support to end users through phone and email channels.
Troubleshoot common access, application, Microsoft 365, and device-related issues.
Support user account and access requests within Active Directory, including password resets and account unlocks.
Own support tickets from initial contact through resolution, escalation, and closure.
Accurately document, prioritize, and maintain ticket updates within ServiceNow, Remedy, or similar ticketing systems.
Triage and escalate incidents to appropriate resolver teams while maintaining clear communication with end users.
Support a 24/7 operation across morning, afternoon, night, and weekend shifts while delivering a high level of customer service.
Apply today if your background includes:
Hands-on experience with Active Directory, including password resets, account unlocks, and basic user/access management.
Experience providing Tier 0/Tier 1 help desk or service desk support to end users.
Strong customer service experience, ideally supporting customers over the phone and/or email.
Experience troubleshooting common Microsoft 365, application, access, and device-related issues.
Experience using ServiceNow (SNOW), Remedy, or another ticketing system to document and manage incidents.
Experience owning tickets through troubleshooting, documentation, resolution, and escalation.
Experience or demonstrated flexibility working in a 24/7, shift-based support environment, including nights and weekends.