Senior System Support Analyst

If you are an End User Support guru, like being a part of a team, and enjoy a fun and fast-paced environment, we have an exciting opportunity for you!

We are seeking a Senior System Support Analyst who will be an essential part of our service team. This position will provide client end user support, hardware support, server support, and client documentation. You will have opportunities to visit client sites and work directly with the client. Great customer service, the ability to adapt to changing challenges, being a team player, and great communication skills are essential.

This position provides client end user support, hardware support, server support, and client documentation maintenance. It is also responsible for maintaining documentation of tickets, projects, processes, and issues. It resolves escalations and issues with desktop, firewall, networking, hardware/windows servers, business applications, and advanced 365. It supports Veeam backup/recovery and virtual machines on host servers, including adding/removing CPU, RAM, storage, support, and addressing virtualization issues.

This position is part of a 24x7 service team and requires on-call rotations.

• Provide support to resolve client issues via phone, email, and on-site visits with MS365, Outlook, Spam Filtering, and Routing
• Resolve specific Line of Business Applications for clients (Financial, Quick Books, Autodesk, Sage, Adobe)
• Provide MS365 Support (licensing management, business applications, office suite, Azure)
• Provide technical support and guidance to resolve user’s technical issues
• Communicate with users utilizing a support ticketing system to assess the scope of the problem and resolve, as needed
• Determine the severity of an incident and take appropriate action to resolve or escalate as appropriate
• Update assigned tickets, resolving as required until completion
• Communicate with vendors on technical issues and resolve with client as appropriate

• Set up PCs for new users or companies, updating existing user hardware, and imaging laptops/workstations
• Resolve and troubleshoot networking issues (switches, firewalls, wireless, and configuring VPN)
• Resolve client printing issues
• Install or assist with the installation and set-up of new hardware, software, and peripheral equipment
• Coordinate service or replacement of defective products from vendors and manufacturers
• Maintain knowledge of technical innovations, trends, and best practices and make recommendations for new hardware
• Gather defined needs, enter information into ticketing system to help prepare quotes for new hardware

• Manage and maintain client’s Active Directory and NTFS Permissions for user administration
• Manage Group Policy administration for client domain including application installations, password management, and printer management
• Perform Line of Business Integrations to ensure applications perform efficiently with servers and workstations
• Manage domain renewals and SSL certificate renewals and implementation
• Provide client server hardware support
• Install, update, troubleshoot, and patch software and applications to ensure efficient performance
• Conduct preventative maintenance activities, according to the recommended schedule for optimal performance

• Create standardized documentation for line of business configurations, purchase approvals, passwords, and other client information
• Draft or revise internal processes and procedures
• Maintain logs of support services provided in the ticketing system
• Utilize time entry system to capture accurate time allocation
• Train L1 Analysts on new concepts and internal processes by reviewing and analyzing trouble tickets
• Attend bi-weekly team meetings and company meetings, as needed

• Valid Driver’s license and insurance
• Ability to operate a motor vehicle
• Strong customer service skills
• Excellent communication and interpersonal skills, both verbal and written
• Ability to work collaboratively in a team environment to get results and resolve customer needs
• Ability to investigate and find the root cause of issues and follow through with…