IT SYSTEMS ANALYST - TIER 3

We are seeking an experienced IT Systems Analyst for our Tier 3 (Senior Role) position. This role is similar to our Tier 1 and Tier 2 positions but requires significantly more experience and expertise.
As a Tier 3 IT Systems Analyst, you will regularly meet face-to-face with our customers in their offices. Your ability to understand and empathize with customers will enable you to make recommendations that best suit their needs. You will have an entrepreneurial spirit, always looking to best serve our customers by recommending the products and services we offer.
In this role, you will be principled and ethical, always doing right by the customer. Your integrity and dedication to customer satisfaction will be paramount.
If you have the necessary experience and are ready to take on a challenging and rewarding role, we encourage you to apply.

REQUIREMENTS:

• Strong interpersonal skills, including telephony skills, communication skills, active listening, and customer care.
• Professional IT Certifications, such as: CompTIA A+, Network+ or Security+, Cisco Certified Network Associate (CCNA), Microsoft Certified: Azure Fundamentals, Microsoft Certified: Azure Administrator Associate, Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), Amazon Web Services (AWS) Certified Solutions Architect, Goggle Cloud Professional Cloud Architect, Microsoft Technology Associate (MTA), PMI Certified Associate in Project Management (CAPM), VMware Certified Professional (VCP), Proxmox Virtual Environment Certificate of Completion.
• Ability to diagnose technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness to match resources to technical issues appropriately.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.

EDUCATIONAL OR EXPERIENCE RECOMMENDATIONS

• BA/BS, preferably in computer science, or a related field.
• Information Technology Diploma from an accredited institution.
• IT Vendor certifications such as CompTIA, Microsoft, AWS or Cisco.
• 4+ years of MSP experience.
• Customer Support Experience

RESPONSIBILITIES:

• Provide IT support for Microsoft’s core business applications and virtual environments built on Citrix, Microsoft, VMWare, and Proxmox.
• Support services for Microsoft-related technologies, including Microsoft 365, Windows Server, Exchange, SQL, SharePoint, etc.
• Provide technical services and support at the network level, including WAN and LAN connectivity, routers, firewalls, and security.
• Support remote access solutions such as Microsoft 365, VPN, Terminal Services, and Citrix.
• Maintain system documentation, including system reviews and recommendations.
• Communicate with customers to keep them informed of incident progress, impending changes, or agreed outages.

ADDITIONAL DUTIES:

• Improve customer service, perception, and satisfaction.
• Work effectively in a team and communicate clearly.
• Escalate service issues that cannot be resolved within agreed service levels.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Enter time and expenses in ConnectWise (Our Core Application) as they occur.
• Work through a daily schedule in ConnectWise established through the dispatch process.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on ConnectWise University.
• Enter all work as service tickets in ConnectWise.