EOC Analyst at vCORE Technology Partners in Scottsdale, Arizona

Job Description:

About vCORE Technology Partners

vCORE Technology Partners builds customized IT solutions for more than 150 companies across the U.S. and Canada. Headquartered in Scottsdale, Ariz., vCORE was launched in 2010 and has since enjoyed industry-leading growth.

Our team includes proven experts in IT solutions, including networking, cloud automation, modern infrastructure, data protection, security, and proactive managed services. Clients include multibillion-dollar media companies, major healthcare providers, technology giants, data centers, and others.

Simplicity Delivered. Always On.

vCORE is seeking a temporary entry-level EOC Analyst to perform the first-call resolution for specified incidents and requests, monitor and perform an initial investigation of identified faults, and ensure quality issue intake and issue escalation and resolution. The individual will be working out of the Enterprise Operation Center (EOC) and working in a timely, cooperative, and professional manner.

This is for the Friday - Sunday shift (7:00 AM to 7:00 PM). The anticipated start date is June 28th, 2021.

What You'll Do

• Handling all the inbound calls, chat, and emails in a service desk


• Handling Basic L1 level queries from start to finish


• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures


• Diagnose and quickly resolve a wide range of Windows applications issues


• Good troubleshooting knowledge on internet and VPN issues


• When the restoration is beyond the scope of the support escalate the issue/problem to the appropriate resolver group


• Clear and consistent documentation of issues, triage, and escalation decisions in an enterprise ticketing system


• Perform follow-ups on issues and coordinate responses across teams of multiple levels


• Coordinate between customer end-users, customer engineers, and vCORE resources

What You'll Need

• Windows applications issues: 1 year


• Handling all the inbound calls, chat, and emails: 1 year


• Ticketing System: 1 year


• Strong follow-up skills


• Strong phone skills


• Diligence and attention to detail


• Ability to multi-task and prioritize work appropriately


• Eager and quick to learn

Benefits: As this is a temporary position, this role will not be eligible for benefits or paid leave outside of state and/or local mandated paid leave.

Diversity Statement: At vCORE Technology Partners, we recognize and appreciate the value that comes from having employees with diverse backgrounds, points of view, and life experiences. Respect for diversity is an integral part of our culture and a critical component in our strategy to deliver the best customer experiences.

It is the policy of vCORE Technology Partners to encourage diversity and not to discriminate against any applicant for employment, or any employee because of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local. In addition, vCORE Technology Partners will provide reasonable accommodations for qualified individuals with disabilities.

Salary: