Systems Analyst - Remote

Overview

We are seeking a highly skilled Systems analyst to join our team. You will play a crucial role in providing technical support to clients in a staff augmentation model, helping maintain and optimize IT environments. This is a client-facing role that requires advanced troubleshooting skills, excellent communication, and the ability to resolve complex issues efficiently.

In Short

• Tier 2 Support: Provide technical support for escalated incidents and requests from Level 1 support, resolving issues related to hardware, software, network, and cloud environments.
• Incident Management: Monitor and manage support tickets through the ticketing system, ensuring timely resolution of incidents within SLAs (Service Level Agreements).
• System Troubleshooting & Maintenance: Diagnose and resolve complex technical issues, including server, networking, and workstation problems. Ensure optimal performance of systems, networks, and IT infrastructure.
• Remote & Onsite Support: Provide both remote and occasional onsite technical support to clients as needed, ensuring client satisfaction and minimal downtime.
• Documentation: Maintain detailed documentation of all troubleshooting steps, configurations, and resolutions for client environments.
• Escalation: Escalate unresolved issues to Level 3 engineers or vendor support when necessary, maintaining clear communication throughout the escalation process.
• Client Communication: Liaise with clients to provide updates, gather additional information, and ensure their IT needs are met in a timely and professional manner.
• System Updates & Patch Management: Apply patches, updates, and security fixes to servers, endpoints, and networking devices to maintain security and compliance.
• Project Support: Assist in IT projects such as system upgrades, migrations, and deployments as part of the MSP’s service offerings.

Requirements

• Experience: Minimum of 3 years of experience in IT support, preferably in an MSP environment.
• Technical Skills:
• Advanced knowledge of Microsoft Windows Server, Active Directory, and Group Policy.
• Proficiency in managing Office 365, Exchange, and SharePoint environments.
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VLANs, firewalls).
• Experience with virtualization technologies such as VMware and Hyper-V.
• Familiarity with backup solutions, disaster recovery, and business continuity practices.
• Experience with remote monitoring and management (RMM) tools.
• Problem-Solving: Strong analytical and troubleshooting skills to resolve complex technical issues quickly and efficiently.
• Customer Service: Exceptional communication and interpersonal skills, with a client-focused attitude and the ability to work under pressure.
• Team Player: Ability to collaborate effectively with internal teams, clients, and third-party vendors.
• Documentation: Strong documentation skills, with attention to detail in maintaining accurate records.

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 28 PTO Days including company holidays