Senior Systems Analyst - Field

Meriplex is an enhanced service provider specializing in unified communications, managed services, and cloud computing solutions for the enterprise market.

About the role

The Senior Systems Analyst acts as the foundation for Meriplex’s Technical Assistance Center (TAC) and reports to a TAC Manager. In addition to working within the TAC’s ticketing system to resolve Level 1 end user issues, this role also acts as the escalation point for L1. The Senior Systems Analyst must deliver exemplary customer service while following all SOPs to complete customer requests. This role will be servicing multiple client field locations throughout the Connecticut region and will be based in Stratford, Connecticut.

Responsibilities

• Embedded resource at client site focused 100% on client’s specific IT support
• Primary duty location on-site at client HQ in Stratford, CT
• Ability to travel to support additional client locations across the state of CT as needed
• Ability to support after-hours on-call emergencies
• Ability to work within a matrix management environment
• Act as the point of escalation for L1 Systems Analyst
• Deliver advanced workstation support
• Provide advanced customer specific application support
• Troubleshoot advanced network connectivity and devices/user connectivity
• Administer incident response system reboots
• Perform basic OS support
• Utilize basic Azure support skills
• Provide second level triage virtual server support to reestablish functionality
• Follow all SOPs to resolve all technical issues
• Administer advanced Active Directory support
• Perform advanced ITIL security to provide basic printing and connectivity support
• Deliver scripted application support
• TCP/IP troubleshooting abilities
• Able to perform advanced VPN connectivity issues and password resets
• Advanced end-user email support
• Utilize basic scripting knowledge
• Perform root cause analysis
• Provide more standardized triage SOPs for System Analysts
• Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism
• Properly manage workflow using research, documentation, RMM tools, ticket system, and communication
• Directly and indirectly support customers, vendors, and staff by providing top tier customer service

Requirements

• Advanced knowledge of Microsoft 365 applications
• Advanced knowledge of command line
• Understanding of advanced technical triage methodologies
• Intermediate TCP/IP understanding
• Ability to communicate both verbal and written technical information to a wide range of end-users and customer internal IT departments
• Ability to effectively set expectations regarding delivery of service
• Strengthen customer relationships by providing exemplary customer service
• Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect
• Adherence to ticketing methodologies regarding documentation, process, and workflow

Preferred Qualifications

• Prior MSP support desk experience, highly encouraged
• Experience working within a Healthcare setting (plus)
• Experience working within Senior Living Community (significant plus)
• ITIL experience (plus)
• Cisco Meraki experience (significant plus)
• Certifications such as A+, Network+, Server+, Microsoft 365 preferred
• Azure support
• VMware knowledge
• Superior reading, writing, and communication skills
• Intermediate knowledge of network concepts, devices, and best practices

Physical Demands

Sedentary Work – Exerts up to 50 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Benefits

• Full benefits package including medical, dental, vision, disability, group term life insurance
• 401K
• PTO
• Holiday pay
• Referral bonuses