Operations Analyst

Position Summary

The Operations Analyst is responsible for providing Level 1 technical and operational support for MasterMind applications and service platforms supporting Fire & Security Monitoring, Managed Access, and Hosted Video services across the United States, Canada, Australia, and New Zealand. This role focuses on monitoring operations, incident response, troubleshooting, technical support, and customer service to ensure continuous system availability and service reliability.

Key Responsibilities

• Provide Level 1 support for MasterMind applications and service platforms, including Fire & Security Monitoring, Managed Access, and Hosted Video services.
• Monitor system and service performance and respond to incidents impacting customers and operations.
• Troubleshoot application, device, circuit, and connectivity issues affecting customer services.
• Cook up with technicians, vendors, and internal support teams to diagnose and resolve technical issues.
• Escalate incidents as appropriate to support service uptime and operational continuity.
• Document incidents, troubleshooting activities, service requests, and customer communications accurately and completely.
• Follow established operating procedures and support processes.
• Deliver a high level of customer service while managing multiple priorities in a fast-paced support environment.

Required Qualifications

• Minimum of 2 years of experience supporting MasterMind Business and/or Monitoring applications.
• Working knowledge of IT systems, technical troubleshooting methods, and security monitoring solutions.
• Strong problem-solving skills and ability to prioritize work effectively.
• Excellent verbal and written communication skills with both technical and non-technical audiences.
• Ability to work independently and make sound decisions in a 24/7 operations environment.

Preferred Qualifications

• 3+ years of experience in technical support, service desk, help desk, monitoring center, NOC, telecommunications support, or call center environments.
• Experience supporting monitoring, security, alarm, or managed service platforms.
• Proficiency with Microsoft Office applications.
• Strong analytical and troubleshooting skills.

Ideal Candidate

Successful candidates will typically have experience in one or more of the following areas: Technical Support, Service Desk or Help Desk Support, Monitoring Center Operations, Security Monitoring, NOC (Network Operations Center) Support, Telecommunications Support, Customer Technical Support, Incident Management.

Why Join Us?

As an Operations Analyst, you will play a critical role in supporting the platforms and services that help protect customers and ensure uninterrupted monitoring operations around the clock. You'll work with a collaborative team dedicated to delivering reliable service and exceptional support across a global customer base.

Pay

Hiring hourly range: $23.08 - $30 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers.