Systems Analyst

Overall Position Description

The Systems Analyst L2 is responsible for providing advanced technical support and problem resolution to business clients. You will handle escalated service desk requests, perform in-depth troubleshooting, manage server and network issues, and collaborate with senior engineers to ensure client satisfaction. As a key escalation point, you will demonstrate strong technical expertise, excellent communication skills, and the ability to manage multiple client environments efficiently.

• Advanced Technical Support:
  • Resolve escalated Tier 1 support issues related to hardware, software, network connectivity, and system administration.
  • Provide support for desktops, servers, network equipment, and cloud-based services such as Microsoft 365/Azure.
  • Utilize remote desktop and monitoring tools to diagnose and address complex technical problems efficiently.
• Escalation and
  
  Collaboration:
  
  
  • Escalate critical or highly complex issues to Tier 3 or senior engineers, ensuring thorough documentation and clear communication.
  • Coordinate closely with Tier 1 technicians to mentor, guide, and assist in resolving ongoing technical issues.
• System and Network Administration:
  • Perform basic server administration tasks, including Active Directory management, Exchange/Office 365 administration, and application deployments.
  • Troubleshoot network‑related issues, including VPN connectivity, firewall management, basic routing, switching, and wireless connectivity.
• Documentation and Process Improvement:
  • Document procedures, processes, and technical solutions in MSP knowledge base systems to enhance team efficiency.
  • Recommend improvements to internal support processes and participate actively in continuous improvement efforts.
• Client Interaction:
  • Maintain professional, clear, and proactive communication with clients, ensuring regular updates and superior customer service.
  • Participate in client meetings and technical review sessions when required.
• Monitoring and Maintenance:
  • Respond proactively to monitoring alerts, identifying and addressing issues before they impact clients.
  • Participate in scheduled preventative maintenance activities for client systems and networks.
  • Perform all other related duties as assigned by management.

• Education and
  
  Certifications:
  
  
  • Associate degree or higher in Information Technology or related field, or equivalent professional experience.
  • Industry certifications such as CompTIA A+, Network+, Security+, Microsoft MS‑900/AZ‑900, Cisco CCNA, or ITIL preferred.
• Experience:
  • Minimum 2‑4 years of experience in IT support roles, ideally in an MSP environment.
  • Proven experience troubleshooting and supporting Windows desktops and servers, Microsoft 365 environments, virtualization platforms, and basic networking.
• Technical
  
  Skills:
  
  
  • Proficiency with Windows Server administration (Active Directory, Group Policy, DNS, DHCP).
  • Experience managing Office 365, Azure AD, SharePoint, One Drive, and related cloud services.
  • Familiarity with VMware or Hyper‑V virtualization environments.
  • Working knowledge of firewall, switching, and routing concepts (Cisco, Meraki, Fortinet, Sophos).
• Soft Skills:
  • Strong analytical and troubleshooting abilities.
  • Excellent verbal and written communication skills.
  • Customer‑oriented mindset, with a strong commitment to client satisfaction.
  • Ability to mentor and support junior technicians.

• Knowledge of industry regulations.
• Skill in installing, repairing and maintaining IT equipment.
• Skill in using mechanical and electric power tools.
• Skill in analytical thinking and problem solving.
• Ability to communicate with co‑workers and various business contacts in a professional and courteous manner.
• Ability to read and interpret documents such as schematics, blueprints and diagrams.
• Ability to pay close attention to detail.
• Ability to evaluate, test and repair sophisticated equipment.
• Ability to work independently and make sound technical decisions using information at hand.
• Ability to effectively function as a team player.

Competitive salary based on experience and qualifications.

• Health, vision, and dental benefits included.
• Performance‑based incentives.
• Generous bonus levels.
• Full on‑the‑job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.