Elevate and grow your career in IT services at Meriplex! We are looking for a Senior Systems Analyst to work in our Technical Assistance Center. Delivering top-of-the-line support and exemplary customer service, you will provide businesses with the everyday IT services they need to run their operations efficiently. The Senior Systems Analyst is a key player in maintaining Meriplex's success and can be the start of a rewarding career.
Key Responsibilities:
- 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.
- Provide second level triage virtual server support to reestablish functionality.
- Driven to follow all SOP 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.
Knowledge, Skills, and Abilities:
- Advanced knowledge of Microsoft 365 applications.
- Advanced knowledge of command line.
- Understanding of advanced technical triage methodologies.
- 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.
- 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.
Preferred Education, Experience, and Certifications:
- A+ certification.
- Network+ certification.
- Server+ certification.
- Microsoft 365 certification.
- VMware knowledge.
- Superior reading, writing, and communication skills.
- Intermediate knowledge of network concepts, devices, and best practices.
Work Schedule:
TAC operates 24/7 – workday and after-hours shifts available, Monday-Sunday. Travel rarely required, estimated up to 0% travel.
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.