System Support Analyst L1.5 (MSP)

Since opening our doors in 2002, our goal has been simple – providing businesses with high level IT services and keeping them on the cutting edge. We are a Cloud and Managed Services Provider supporting companies from 20 to 1,000 employees. Each client gets a personally designed solution which allows are team to work with a wide variety of technologies.

Due to our recent growth, we are currently looking for a System Support Analyst L1.5 (MSP) who has previous experience working for a Managed Services Provider (MSP). As an System Support Specialist L1.5 (MSP), you will be responsible for working with various technologies such as ConnectWise, Windows/MacOS, Windows Server, VMWare, Citrix, Azure, SonicWALL, and more.

System Support Analyst L1.5 (MSP) Responsibilities: 

  • Handle incoming help requests from end users via phone, email, and work orders in a friendly and professional manner.
  • Respond to assigned tickets/tasks according to SLA guidelines.
  • Maintain accurate records of the troubleshooting process, including successful and unsuccessful decisions, until the issue is resolved.
  • Utilize diagnostic utilities and best practices to effectively troubleshoot and resolve problems.
  • Perform software installation and configuration, including upgrades and system/application setups.
  • Provide basic hardware support, including setting up computers, printers, scanners, etc. and diagnosing hardware failures.

System Support Analyst L1.5 (MSP) Qualifications: 

  • Minimum 1 year of experience as an IT Technician in an MSP environment.
  • Strong knowledge of AD, Office 365, and DNS.
  • Ability to prioritize and handle critical technical matters for clients with urgency.
  • Excellent troubleshooting skills and ability to resolve end user issues.
  • Exceptional communication and customer service skills.
  • Dedication to professional growth and staying updated with industry trends and technologies.

System Support Analyst L1.5 (MSP) Benefits:

  • Health, Dental, and Vision Insurance 100% Company Paid
  • PTO + Paid Holidays
  • Certification Reimbursement
  • Hybrid WFH after training / probationary period
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