Operations Technical Support II

Optomi; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Optomi, in partnership with a leading organization, is seeking an Operations Technical Support II to deliver reliable Tier 1 technical support to global customers via phone and email. You’ll own incidents, troubleshoot common issues, and escalate as needed while documenting all actions.

The role emphasizes Active Directory, end-user support, and strong customer service. You will collaborate with multiple resolver groups in a 24/7 environment and contribute to knowledge articles.

Qualifications

• Experience providing technical support to customers via phone and/or email.
• Hands-on experience with Active Directory Tier 0/1 support.
• Troubleshoot end-user access, apps, devices, and workplace tech.
• Strong written and verbal English communication.
• Experience managing support tickets with documentation and escalation.
• Knowledge of Microsoft 365 and productivity tools.

Responsibilities

• Provide technical support to global customers via phone and email.
• Troubleshoot and resolve Tier 1 issues including Active Directory and access problems.
• Own incidents through resolution with timely updates.
• Create, update, prioritize, and document support tickets.
• Resolve incidents at first contact when possible.
• Triage and escalate issues needing higher expertise.
• Coordinate with multiple resolver groups for timely resolution.
• Communicate incident and outage information clearly to customers and teams.
• Follow established support procedures and service standards.
• Contribute to knowledge articles and process improvements.
• Maintain a high level of customer service in all interactions.

Skills

Communication skills

Customer service

Ticket management

24/7 shift readiness

Troubleshooting

Tools

Active Directory

Microsoft 365

ServiceNow (SNOW)

Remedy

Job description

Optomi, in partnership with a leading organization, is seeking an Operations Technical Support II professional to provide reliable, high-quality technical support to global customers through phone and email channels. This role will provide Tier 1 level support, with a strong focus on Active Directory, end-user support, customer service, and ticket management. The ideal candidate is an excellent communicator who takes ownership of customer issues, can troubleshoot common technical problems, and knows when to resolve, document, or escalate an incident.

What the Right Candidate Will Enjoy:

• Supporting a global customer base in a 24/7 environment!
• Providing direct assistance to end users through phone and email!
• Taking ownership of incidents from initial contact through resolution or escalation!
• Using technical troubleshooting and customer service skills to deliver a positive support experience!
• Working with a variety of technical teams and resolver groups!

Experience of the Right Candidate:

• Experience providing technical support to customers through phone and/or email.
• Basic hands-on experience with Active Directory, including Tier 0/Tier 1 support functions.
• Experience troubleshooting common end-user issues involving access, applications, devices, and workplace technology.
• Strong customer service skills and the ability to communicate effectively with end users.
• Experience managing support tickets, including documentation, prioritization, updates, and resolution.
• Working knowledge of Microsoft 365 and standard workplace productivity tools.
• Strong written and verbal English communication skills.
• Ability to work a 24/7 shift-based schedule, including nights and weekends.
• Ability to learn new applications and technical processes quickly.

Responsibilities:

• Provide technical support to global customers through phone and email.
• Troubleshoot and resolve Tier 1 technical issues, including Active Directory and end-user access issues.
• Own customer incidents through resolution, ensuring timely communication and follow-up.
• Create, update, prioritize, and accurately document support tickets.
• Resolve incidents at first contact whenever possible.
• Properly triage and escape issues requiring additional technical expertise.
• Coordinate with multiple resolver groups to facilitate timely incident resolution.
• Communicate incident and outage information clearly to customers and internal teams.
• Follow established support procedures, escalation processes, and service standards.
• Contribute to knowledge articles and process improvements.
• Maintain a high level of customer service throughout every interaction.

Preferred Qualifications:

• Experience with ServiceNow (SNOW) or Remedy ticketing systems.
• Experience supporting a global customer base in a 24/7 environment.
• Experience supporting incident and outage communications.
• Experience working with multiple technical resolver groups.
• Experience creating or improving knowledge articles.
• Experience identifying opportunities for service and process improvements.
• Additional language skills relevant to customer support are a plus.