Technical Analyst II

Bulletproof Solutions Inc•Salt Lake City, UT

About The Position

The Technical Analyst II is responsible for ensuring friendly and professional IT service delivery to all Bulletproof clients, helping Service Desk management to oversee the service delivered by Tier 1 analysts as well as providing escalation support and directly assisting customers with more complex issues that cannot be resolved, in a timely manner, by Tier 1. This position will be responsible for troubleshooting major incidents in Bulletproof clients’ network/server/virtual client environments, including occasional on-call or urgent after-hours response to client incidents.

Requirements

A Bachelor’s degree in a related technical discipline or a college certificate or diploma in information technology and/or have relevant experience and industry certification.
Solid working knowledge of Microsoft 365/Azure, Microsoft Windows and Microsoft Office programs is a requirement.
Excellent communication and interpersonal skills, exceptional telephone manners and a strong customer service orientation is essential.
Ability to work independently with minimal supervision while handling multiple tasks and changing priorities.

Nice To Haves

Familiarity with ITIL processes is an asset
Experience with Incident Management and/or Change Management are an asset.
Experience in a hosting environment is an asset.
Any certifications from Microsoft and Fortinet would be an asset.
A valid Driver’s License would be an asset.

Responsibilities

Responds to issues escalated by Tier 1 in a timely fashion.
Corrects end user issues and escalates any issues that cannot be corrected promptly to the appropriate Knowledge Practice group.
Assists client IT personnel in client locations, resolving end user issues.
Performs limited installations and resolves support issues within LAN/WAN environments.
Maintains records, logs and reports of clients’ assistance and troubleshooting requests.
Provides hands-on training, training materials and documentation for client equipment for employees when necessary.
Works with leadership in other Knowledge Practices and departments to build a strong understanding of business needs to identify and implement changes, modifications, or new systems and business applications.
Improves technical processes and evaluates interrelationships between systems, identifying how changes may affect a variety of systems within Bulletproof/client infrastructures.
Provides operational support of infrastructure assets including email systems, backup systems, Active Directory/user management, and new user PC/network set-ups, as well as managing Bulletproof’s CSP, Knowledge Base, VoIP, and PSA solutions. This may involve solutions from all Bulletproof partners
Monitor and review IT system logs, server security and special services on servers; identifying errors and making modifications as needed.
Resolves issues within the network systems and infrastructure software. Must have the ability to assess a situation quickly and help arrive at the most beneficial resolution for all parties involved.
Maintains confidentiality about any information being processed, stored, or accessed, as required.
Responsible for upholding network and IT environment security measures set by client/Bulletproof policies.
Maintains knowledge of remote access products.
Responsible for attaining and maintaining strong technical knowledge of systems used and provided by Bulletproof (Microsoft 365/Azure, Windows, MacOS, Android &iOS,)
Responsible for assisting Service Desk management in the guidance and mentorship of Tier 1 analysts
Performs other duties as assigned by management.
Responsible for regular review of the Service Desk’s IT service requests and incidents to ensure timely resolutions for Bulletproof’s clients, as well as to identify and address any customer concerns around customer service, wait times, etc.