Associate IT Operations Analyst

About the role

The Cohere IT team administers systems with a holistic approach and is responsible for the study, design, development, implementation, support, and management of telecommunications and computer-based information systems and software.

What you'll do

• Fulfill service requests in a highly customer-service oriented manner
• Monitor, respond to, and escalate service issues in a timely manner
• Follow proper ticketing procedures and best practices
• Use customer service KPI metrics (ex: first response time, time to resolution, etc.) to achieve goals and improve support performance
• Improve existing and develop new documentation for systems and services

What you need

• Troubleshooting
• Networking
• AWS
• JIRA
• iOS
• MIS reporting

Good to have

• Confluence
• Android
• Telecom