Alexander Technology Group is currently working with a Managed Service Provider that is looking to hire a Systems Analyst for their Boston and Waltham offices. This position does require being on-site, and frequent travel to local clients.
Responsibilities and Duties
Handle level 1 and 2 service requests through calls, emails, ticketing systems, or face-to-face interactions.
Create and manage tickets, ensuring all information is documented and issues are resolved according to procedures.
Provide clients and team members with timely updates on support cases.
Act as ticket dispatcher to ensure tickets meet SLA requirements and are properly assigned.
Collaborate across departments to resolve issues and escalate as needed.
Track time on client tickets and projects, adhering to client Service Level Agreements.
Assist with Microsoft CSP subscription purchases and client onboarding processes.
Maintain and monitor client systems using RMM tools.
Document processes and troubleshoot issues, serving as a service owner for some services.
Participate in 24/7 on-call rotation to resolve critical system issues.
Provide expertise in Azure Active Directory, LAN/WAN connectivity, Microsoft O365, and more.
Develop technical skills and industry knowledge, maintain customer relationships, and travel to client locations as needed.
Qualification Skills Requirements
Associate degree in Information Technology, Business, or Operations, or equivalent experience.
2+ years of IT experience preferred.
Experience with Windows 10, Azure Active Directory, and O365.
Have a car, and be commutable to Waltham and Boston.