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IT Operations Specialist

  • Location: Santa Clara, 95051
  • Job Type:Contract

Posted 8 months ago

Position: IT Operations Specialist
Location: Santa Clara, CA 95051
Term: 3 months
Day-to-Day Responsibilities:
  • Resolve third-level support cases without escalation, 90% of which should be resolved without escalation.
  • Escalate to the relevant engineering teams as required, promptly following procedures and ensuring management is updated accordingly.
  • Ensure clients and tickets are always up to date.
  • Maintain, troubleshoot and coordinate replacement of faulty hardware.
  • Plan, review, approve, and execute client change requests in a timely manner as requested by customers, account teams, and management.
  • Escalate critical issues and outages to management as per procedures.
  • Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into case notes.
  • Review and action open cases daily, updating Operations management on current cases and their status as appropriate.
  • Update Operations team on any projects being worked on.
  • Create weekly reports as requested by manager.
  • Provide comprehensive handovers to global peers at the end of shift.
  • Attend team meetings and other meetings as requested by management.
  • Log cases to third-party vendors to request assistance on unresolved issues.
Is this a good fit? (Requirements):
  • Windows Server 2008/2012 Enterprise.
  • Hardware: Dell, IBM, HP.
  • Environment Size: 1000+ servers across two data centers.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.