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
