Service Operations Center (SOC) Operator

About the role

Elite Contracting Group is seeking a SOC Operator to join our Service team. 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.

Benefits

Elite employees receive above-average pay and access to a comprehensive benefits package including medical, dental, vision, short-term disability, and life insurance.

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

Minimum Qualifications

• 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

Physical Requirements

• Must be able to sit for prolonged periods of time
• Must be able to stand, walk, and bend

Additional Requirements

• Must possess and maintain a satisfactory background record
• Must be available to work assigned shift

Pay

Anticipated Hiring Range: $25 - $28 per hour