EOC Support Analyst: Incident Response & Service

Tierpoint LLC; St. Louis (MO); Hybrid; USD 27,552 - 35,817; Full time

Job summary

TierPoint LLC in Saint Louis is seeking an EOC Support Analyst to handle incoming calls and alerts, escalate issues, and document actions in the ticketing system. You will work in a fast-paced, 24/7/365 environment as part of a team responsible for ensuring service reliability.

The role requires strong customer service, excellent communication, and the ability to multi-task across multiple incidents while maintaining professionalism and adherence to processes.

Qualifications

• Strong customer service background and professional demeanor.
• Ability to diagnose and troubleshoot basic technical events.
• Willingness to work in a fast-paced, 24/7/365 environment.
• Excellent written and verbal communication.

Responsibilities

• Handle incoming calls and alerts for services.
• Create and escalate tickets with detailed information.
• Identify critical issues and coordinate with resources.
• Document actions in ticketing system.
• Maintain professionalism in communications via phone, chat, and email.
• Monitor systems to ensure proper operation.
• Participate in Incident Management duties.
• Other duties as assigned.

Skills

Customer service

Communication

Typing 50 WPM

MS Office

Windows applications

Team player

Escalation

Problem diagnosis

Tools

Ticketing system

Monitoring tools

Job description

TierPoint LLC in Saint Louis is seeking an EOC Support Analyst to handle incoming calls and alerts, escalate issues, and document actions in the ticketing system. You will work in a fast-paced, 24/7/365 environment as part of a team responsible for ensuring service reliability.

The role requires strong customer service, excellent communication, and the ability to multi-task across multiple incidents while maintaining professionalism and adherence to processes.