IT Operations Analyst

Mia Aesthetics

. Serve as a primary internal support resource for NICE CXone, RingCentral, and related communications applications .

Posted 11/10/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support and technical operations, with a strong focus on troubleshooting cloud-based phone systems and unified communications platforms. Proficient in managing support tickets, creating technical documentation, and collaborating with vendors to resolve complex issues.

Highest-signal resume keywords

IT Support ExperienceCloud-Based Phone Systems TroubleshootingMicrosoft 365 ProficiencyStrong Analytical SkillsTechnical Documentation Creation

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingTechnical OperationsCloud Communications PlatformsAuthentication IssuesConnectivity IssuesAgent ConfigurationSupport Ticket ManagementProcess ImprovementWorkflow AutomationIncident Management

Soft Skills

Strong Communication SkillsOrganizational SkillsInitiativeProblem-SolvingCollaboration

Tools & Technologies

NICE CXoneRingCentralMicrosoft Entra IDIntuneSalesforceDesk365ServiceNowJira Service ManagementWindows Operating SystemsBusiness Applications

Industry Keywords

Contact Center TechnologiesUnified CommunicationsTechnical SupportVendor CoordinationIT Service Management

Tech Stack

Tools & technologies

CloudITSMServiceNow

About the role

Key responsibilities & impact

Serve as a primary internal support resource for NICE CXone, RingCentral, and related communications applications
Troubleshoot call connectivity, softphone, authentication, agent availability, and audio issues
Develop understanding of contact center queues, skills, agent assignments, and routing configurations
Perform routine agent setup, configuration changes, and access updates
Coordinate with telecommunications vendors on advanced troubleshooting and platform-level support
Own vendor escalations by gathering information, communicating business impact, tracking progress, and validating resolution
Maintain documentation for communications system issues, configurations, and administrative procedures
Provide technical support for employee issues involving Microsoft 365, Windows devices, business applications, authentication, connectivity, and workplace technology
Manage support tickets through resolution with accurate documentation and timely communication
Investigate technical issues using documentation, system tools, and vendor resources
Escalate incidents to appropriate technical resources
Communicate issue status, troubleshooting progress, and next steps to employees
Coordinate with Systems Administrators and external support providers
Support employee onboarding, offboarding, and application access requests requiring manual intervention
Identify recurring support requests, technical problems, training gaps, and automation opportunities
Create and maintain technical procedures, troubleshooting guides, and employee-facing knowledge articles
Document recurring issues, troubleshooting steps, root causes, and resolutions
Review and update documentation as systems, configurations, or procedures change
Identify undocumented processes and improve IT knowledge resources
Analyze support ticket trends and recurring incidents
Investigate repeated technical problems and workflow complexity
Recommend improvements to support processes, self-service, and technology usage
Partner with Systems Administrators to test and implement approved improvements
Measure improvement effectiveness through ticket trends, incident volumes, and user feedback

Requirements

What you’ll need

3+ years of experience in IT support, technical operations, systems support, or a related position
Experience supporting or troubleshooting cloud-based phone systems, unified communications platforms, or contact center technologies
Working knowledge of Microsoft 365, Windows operating systems, and common business applications
Experience troubleshooting authentication, application access, connectivity, and end-user technical issues
Experience working with technical vendors and coordinating escalated support cases
Strong analytical and troubleshooting skills, including the ability to investigate unfamiliar problems independently
Strong written and verbal communication skills, with the ability to explain technical issues clearly to nontechnical employees
Ability to create and maintain accurate technical documentation and user instructions
Strong organizational skills and the ability to manage multiple priorities
Demonstrated initiative in identifying problems, asking questions, and following issues through resolution
Ability to recognize when additional assistance is needed and escalate appropriately
Preferred: Experience with NICE CXone, RingCentral, or comparable cloud communications platforms
Preferred: Experience administering routine configurations within a cloud phone or contact center platform
Preferred: Familiarity with Microsoft Entra ID, Intune, and identity and access management
Preferred: Experience supporting Salesforce or other enterprise CRM applications
Preferred: Experience with IT service management platforms such as Desk365, ServiceNow, or Jira Service Management
Preferred: Experience developing knowledge bases, standard operating procedures, or process documentation
Preferred: Exposure to workflow automation, employee self-service solutions, or process improvement initiatives
Preferred: Familiarity with incident management, change management, and IT service management best practices
Preferred: Experience supporting multi-location organizations or contact center environments

Benefits

Comp & perks

On-the-job training
Professional development opportunities
Opportunities for advancement
Benefit offerings