Senior Systems Analyst - Field

Meriplex • Stratford, CT

6d • Hybrid

About The Position

The Senior Systems Analyst acts as the foundation for Meriplex’s Technical Assistance Center (TAC) and reports to a TAC Manager. In addition to working within the TAC’s ticketing system to resolve Level 1 end user issues, this role also acts as the escalation point for L1. The Senior Systems Analyst must deliver exemplary customer service while following all SOPs to complete customer requests. The person in this position is responsible for an array of end-user issues ranging from general desktop diagnostics to customer specific application support. This role will be servicing multiple client field locations throughout the Connecticut region and will be based in Stratford, Connecticut.

Requirements

• Advanced knowledge of Microsoft 365 applications.
• Advanced knowledge of command line.
• Understanding of advanced technical triage methodologies.
• Intermediate TCP/IP understanding.
• Ability to communicate both verbal and written technical information to a wide range of end-users and customer internal IT departments.
• Ability to effectively set expectations regarding delivery of service.
• Strengthen customer relationships by providing exemplary customer service.
• Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.
• Adherence to ticketing methodologies regarding documentation, process, and workflow.

Nice To Haves

• Prior MSP support desk experience, highly encouraged.
• A+ certification.
• Network+ certification.
• Server+ certification.
• Microsoft 365 certification.
• Azure support.
• VMware knowledge.
• Superior reading, writing, and communication skills.
• Intermediate knowledge of network concepts, devices, and best practices.

Responsibilities

• Act as the point of escalation for L1 Systems Analyst.
• Deliver advanced workstation support.
• Provide advanced customer specific application support.
• Troubleshoot advanced network connectivity and devices/user connectivity.
• Administer incident response system reboots.
• Perform basic OS support.
• Utilize basic Azure support skills.
• Provide second level triage virtual server support to reestablish functionality.
• Driven to follow all SOP to resolve all technical issues.
• Administer advanced Active Directory support.
• Perform advanced ITIL security to provide basic printing and connectivity support.
• Deliver scripted application support.
• TCP/IP troubleshooting abilities.
• Able to perform advanced VPN connectivity issues and password resets.
• Advanced end-user email support.
• Utilize basic scripting knowledge.
• Perform root cause analysis.
• Provide more standardized triage SOPs for System Analysts.
• Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism.
• Properly manage workflow using research, documentation, RMM tools, ticket system, and communication.
• Directly and indirectly support customers, vendors, and staff by providing top tier customer service.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed