Systems Analyst

Position Summary: The Systems Analyst acts as the foundation for Meriplex’s Technical Assistance Center (TAC) and reports to a TAC Manager. This role works within the TAC’s ticketing system to resolve Level 1 end user issues. The Systems Analyst must deliver exemplary customer service while following all SOPs to complete customer requests. The person in this position is responsible for an array of end-user issues ranging from general desktop diagnostics to customer-specific application support. This will be an onsite position supporting a Meriplex client in Indianapolis, IN.

Responsibilities

• Deliver general workstation support.
• Provide customer-specific application support.
• Troubleshoot basic network connectivity and devices/user connectivity.
• Administer incident response system reboots.
• Perform basic OS support.
• Utilize basic Azure support skills.
• Provide first-level triage virtual server support to reestablish functionality.
• Follow all SOPs to resolve all technical issues.
• Navigate Active Directory to enact distribution groups and create, change, and disable users.
• Perform basic ITIL security to provide basic printing and connectivity support.
• Deliver scripted application support.
• TCP/IP troubleshooting abilities.
• Able to perform basic VPN connectivity issues and password resets.
• Basic end-user email support.
• Communicate both verbal and written technical information to a wide range of end-users.
• Effectively set expectations regarding delivery of service.
• Strengthen customer relationships by providing exemplary customer service.
• Work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.
• Adhere to ticketing methodologies regarding documentation, process, and workflow.
• 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.

Requirements

• Basic knowledge of Microsoft 365 applications.
• Basic knowledge of command line.
• Understanding of basic technical triage methodologies.
• Basic TCP/IP understanding.
• Ability to communicate both verbal and written technical information to a wide range of end-users.
• Ability to effectively set expectations regarding delivery of service.
• Prior MSP support desk experience, highly encouraged.
• A+ certification.
• Network+ certification.
• Server+ certification.
• Azure support.
• Superior reading, writing, and communication skills.
• Basic knowledge of network concepts, devices, and best practices.
• Basic Microsoft 365 certification.

Schedule

Meriplex’s TAC operates 24/7 - both workday and after-hours shifts available, Monday – Sunday.

Benefits

• Medical, dental, and vision insurance.
• Disability and group term life insurance.
• 401K.
• PTO and holiday pay.
• Referral bonuses.

About the Company

Meriplex is an enhanced service provider specializing in unified communications, managed services, and cloud computing solutions for the enterprise market. With global clients, the seasoned Meriplex Managed Services Support Desk is staffed 24/7/365 with certified professionals across multiple North American facilities. Meriplex provides the following services:

• Innovative hybrid cloud solutions.
• Global SD-WAN or MPLS with SIP network solutions.
• Total Care SaaS IT systems management as a service.
• Infrastructure and IT managed services.
• 24x7x365 certified Cisco Master Collaboration and Cloud and Managed Services Partner solutions.

Meriplex develops lasting customer relationships by demonstrating can-do attitudes in providing creative, reliable, and personalized solutions. We strive to become the service provider of choice by delivering quality customer experiences utilizing automation, technology, and an engaged workforce. Meriplex embraces a profound culture that demands quality, excellence, and reliable cost-effective solutions for our customers. Confident in the knowledge that people buy from people, not companies, Meriplex focuses every day on customers' business requirements.