Sr. System Support Analyst

Position Description

This position provides client end user support, hardware support, server support, and client documentation maintenance. This position is also responsible for maintaining documentation of tickets, projects, processes, and issues. This position resolves escalations and issues with desktop, firewall, networking, hardware/windows servers, business applications, and advanced 365. This position supports Veeam backup/recovery and virtual machines on host servers, including adding/removing CPU, RAM, storage, support and addressing virtualization issues.

End User Support (50%)

• Provide support to resolve client issues via phone, email, and on-site visits with MS365, Outlook, Spam Filtering, and Routing.
• Resolve specific Line of Business Applications for clients (Financial, QuickBooks, Autodesk, Sage, Adobe).
• Provide MS365 Support (licensing management, business applications, office suite, azure).
• Provide technical support and guidance to resolve user’s technical issues.
• Communicate with users utilizing a support ticketing system to assess the scope of the problem and resolve, as needed.
• Determine the severity of an incident and take appropriate action to resolve or escalate as appropriate.
• Update assigned tickets, resolving as required until completion.
• Communicate with vendors on technical issues and resolve with client as appropriate.

Hardware Support (15%)

• Set up PCs for new users or companies, updating existing user hardware, and imaging laptops/workstations.
• Resolve and troubleshoot networking issues (switches, firewalls, wireless, and configuring VPN).
• Resolve client printing issues.
• Install or assist with the installation and set-up of new hardware, software, and peripheral equipment.
• Coordinate service or replacement of defective products from vendors and manufacturers.
• Maintain knowledge of technical innovations, trends, and best practices; make recommendations for new hardware.
• Gather defined needs, enter information into ticketing system to help prepare quotes for new hardware.

Server Support (30%)

• Manage and maintain client’s Active Directory and NTFS Permissions for user administration.
• Manage Group Policy administration for client domain including application installations, password management, and printer management.
• Perform Line of Business Integrations to ensure applications perform efficiently with servers and workstations.
• Manage domain renewals and SSL certificate renewals and implementation.
• Provide client server hardware support. Install, update, troubleshoot, and patch software and applications to ensure efficient performance.
• Conduct preventative maintenance activities, according to the recommended schedule for optimal performance.

Documentation & Administrative Duties

• Create standardized documentation for line of business configurations, purchase approvals, passwords, and other client information.
• Drafts or revises internal processes and procedures.
• Maintains logs of support services provided in the ticketing system.
• Utilize time entry system to capture accurate time allocation.
• Train L1 Analysts on new concepts and internal processes by reviewing and analyzing trouble tickets.

Skills & Abilities

• Valid Drivers’ license and insurance.
• Strong customer service skills.
• Excellent communication and interpersonal skills, both verbal and written.
• Ability to work collaboratively in a team environment to get results and resolve customer needs.
• Ability to investigate and find the root cause of issues and follow through with corrective actions.
• Comfortable demanding excellence in self and team to ensure successful resolution of service requests.
• Ability to act as a higher-level resource for escalation.
• Ability to adapt/modify troubleshooting techniques to address the situation.
• Knowledge of VPN/Remote access technologies.
• Microsoft Hyper-V and VMWare vCenter/ESXi.
• Windows Server.
• Windows Desktop.
• Networking and firewall administration.
• Microsoft Exchange Administration.
• Microsoft 365 Administration.