Enterprise IT Support & Solutions Admin II

Colonial Group; Oklahoma City (OK); On-site; USD 52,000 - 70,000; Full time

Job summary

Colonial Group in Oklahoma City seeks an Enterprise Support & Solutions Administrator II to triage, escalate and resolve incidents affecting our internal platform, systems and technologies, ensuring high user satisfaction and reliable IT services.

You will join a team that acts as a bridge between internal users and Business, Product & Engineering and IT organizations, delivering first-line support via phone, chat, and email and contributing to documentation and process improvements.

Qualifications

• High School or GED - required
• 2–3 years industry experience in a fast-paced environment
• Ability to read, write, speak and understand English
• Experience supporting remote users via phone, email, chat and text
• Experience supporting enterprise systems and applications with a 24/7 user base
• Experience using and troubleshooting Windows and Mac operating systems
• Experience supporting mobile iOS devices (iPhones/iPads)
• Demonstrated customer service skills (empathetic, accurate, responsive)
• Ability to take ownership of user interactions and be proactive

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents
• Provide first level, basic to intermediate technical support to users of our platforms; respond via in-person or remote channels
• Gather information to identify and assess incidents and problems
• Record incidents in the support ticketing system for escalation
• Escalate complex issues to higher-level technical resources as needed
• Develop and maintain documentation to facilitate self-service problem solving and process improvement
• Utilize procedures and standards to ensure operational consistency nationwide
• Stay current with industry trends and emerging technologies to provide informed technical support
• Perform additional duties as assigned

Skills

Customer service

Communication skills

Problem-solving

Proactive attitude

Education

High School diploma or GED

Tools

G-Suite

Okta

Slack

Zoom

Zendesk

PagerDuty

Jira

Mixpanel

Instabug

Job description

Colonial Group in Oklahoma City seeks an Enterprise Support & Solutions Administrator II to triage, escalate and resolve incidents affecting our internal platform, systems and technologies, ensuring high user satisfaction and reliable IT services.

You will join a team that acts as a bridge between internal users and Business, Product & Engineering and IT organizations, delivering first-line support via phone, chat, and email and contributing to documentation and process improvements.