Operations Analyst - Aurora CO

Job Summary

The Operations Analyst supports MasterMind applications and service platforms for Fire & Security Monitoring, Managed Access, and Hosted Video services across North America and Australia. This role focuses on technical support, incident management, and customer service.

Key Responsibilities

• Provide Level 1 support for MasterMind applications and service platforms.
• Maintain system and service performance, responding to incidents impacting customers and operations.
• Troubleshoot application, device, circuit, and connectivity issues affecting customer services.
• Coordinate with technicians, vendors, and internal support teams to diagnose and resolve technical issues.
• Escalate incidents as necessary to maintain 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 high-level customer service in a fast-paced support environment.

Qualifications

• U.S. Citizenship
• 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

Why Join Us?

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 and Benefits

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.)