The On-Site Systems Analyst position requires broad technology skills across a range of disciplines to resolve complex customer account support needs in the Managed Services department for our growing client base. This role is customer facing and requires exceptional customer service skills. The On-Site Systems Analyst will work with various internal, external, technical, and business organizations. This position will entail learning to support multiple services across many system configurations and requires the ability to work after-hours on high-severity issues when they arise and participation in a rotating on-call schedule.
On-Site Systems Analyst Responsibilities and Duties
Process and investigate level 1 and 2 service requests as they arrive through direct client call, email, ticketing system, or face-to-face contact
Create new tickets in ticketing system and obtain and evaluate all relevant information for service issues and requests, according to procedures
Provide clients with timely written and oral updates regarding their support cases.
Provide consistent, accurate and timely updates to team members, stakeholders, and management on the status and issues surrounding assigned work and tickets.
Server as the ticket dispatcher when needed to ensure that tickets meet SLA's and are assigned to the appropriate resource
Work cooperatively across departments to gather issue information and drive to ticket resolution
Escalate client support tickets that cannot be remedied quickly to appropriate resource following the escalation process and procedures
Accurately track time spent on client tickets and projects
Meet or exceed responses and resolutions for all client Service Level Agreements
Assist clients with the purchase of Microsoft CSP subscriptions and follow the procurement process
Fully test all solutions after implementation for clients
Assist with new client on-boarding processes
Maintain client monitoring dashboards and reporting
Assemble hardware and installs or deletes software
Adhere to company, Managed Services, and client processes
Comply with all company policies
Maintain Managed Services client relationships with
Monitor clients' infrastructure leveraging standard remote monitoring and management (RMM) tools
May perform certain account management responsibilities for some clients
Document processes or troubleshooting steps for issues escalated outside of department
Perform as a service owner for some services, representing the service across the organization, serving as the point of escalation, influencing technology decisions, planning future development, etc.
Participate in 24/7/365 on-call NOC/SOC rotation, which includes night and weekend shifts, resolve critical system issues
Provide subject matter expertise and resolve technology issues relating, but not limited to
Azure Active Directory
LAN/WAN connectivity
Networking (Cisco Meraki)
Microsoft O365 Office Suite
Windows Desktop operating systems
macOS
Mobile devices
Third party applications with the assistance of the vendors support staff
Microsoft Azure Management Portals
Enterprise Identity Management
Create or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.
Develop new technical skills and learn industry knowledge as required
Demonstrate exceptional customer service skills to exceed customers' expectations and to minimize escalations by taking ownership of customer reported issues.
Illustrated diplomacy, tactfulness and empathy when dealing with customers
Ability to listen actively and ask clarifying questions to seek understanding
Obtain technical Microsoft Certifications as assigned by Manager
Continuous learning and development of skills assigned in your Professional Development Plan
Travel and work on-site at client locations as assigned
Other duties as assigned by Manager
Qualification Skills Requirements
Associates degree in Information Technology, Business, and/or Operations from an accredited college/university or equivalent experience in a directly related field
2-years previous IT experience preferred
Excellent and proven interpersonal skills to include verbal, written and technical communication skills
Excellent technical troubleshooting and problem-solving skills
Ability to prioritize effectively and handle shifting priorities professionally
Proficiency in automated tools and desktop software
Advanced understanding of operating systems (Windows and Mac OS), printing systems, and network topology
Previous MSP experience, or experience supporting external customer base preferred
Experience in the following products is preferred: ConnectWise, Mimecast, Meraki, Workspot, Backupify, and KnowBe4
Able to provide exceptional customer service and technical expertise for our clients
Ability to create technical documentation for process
Ability to write clearly for a business audience
Exemplified ability to defuse escalations and high-tension situations
Well-developed ability to appease customers experiencing service outages and difficulties
Experience going above and beyond duty to delight customers
Must have a genuine drive for customer satisfaction and retention
Valid driver's license and the means to travel on-site to client locations