Support Analyst II

Desktop Support, System Administrator, Server Administrator, Helpdesk, Client Support Services, Windows Support, Email, Network, Network Support, CCNA, MCSA, VMware, Hyper-V, Client Services
Full Time
Market Value
Work from home not available Travel required to 10%.

Job Description

Provide desktop support as well as Tier II support for servers, networking equipment, and telephony systems.  Acts as an escalation point for junior analysts to recommend and implement corrective solutions.  You will have excellent problem-solving, customer service skills, and a strong sense of urgency.  Perform advanced troubleshooting to diagnose and resolve technical problems.  Issues should be resolved in a timely manner to minimize downtime. 

 

 

Major duties

Provide direct technical assistance to clients utilizing remote support tools or in-person 

Troubleshoot and resolve technical problems without supervision

Provide escalation support to Client Support Specialists and Support Analyst team members

Identify opportunities to enhance end-user experience

Document time, customer correspondence, and problem resolutions

Assist account managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipment

Engage external support vendors as needed

Other duties as assigned

 

Job related qualifications/skills

Education/Certifications

- BS degree or equivalent work experience

Required

- VCP, MCSA, or CCNA

Preferred

 

Professional experience

- 4+ years working experience in desktop support, system administration, or network administration

Preferred

 

Knowledge, skills and abilities (incl. languages)

-Hardware (server, laptop, mobile device, printer, copier, projector, video conference)

Required

- Must possess strong organization and time management skills with a strong customer service mindset

Required

-Windows OS, Mac OS, Microsoft Office, mobile devices 

Required

-Windows Server components

Required

-Maintain a strong working knowledge of technical products and solutions

Required

-Networking hardware and fundamentals

Required

-Virtualization fundamentals (VMware, Hyper-V)

Required

-Microsoft Office 365

Required

-Microsoft 365 (Business and / or Enterprise)

Preferred

-Microsoft Azure (Servers and / or Services)

Preferred

-Storage platform and hardware (Dell EMC)

Preferred

-Telephony platform (Cisco UC)

Preferred

 

Knowledge of methods

- Strong analytic and problem-solving abilities

Required

-Structured thinking and interest in numbers and data structures

Required

-High level of self-motivation and a willingness to take responsibility

Required

 

Personal skills

- Effective interpersonal and relationship-building skills

Required

- Demonstrated high degree of professionalism, responsibility, and dependability

Required

- Works well in a team-oriented, collaborative environment on complex projects

Required

-Ability to complete individual project tasks independently

Required

-Ability to prioritize tasks

Required

-Possesses excellent written and verbal communication skills, including presentation skills

Required

Dice Id : 91074811
Position Id : 815007
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