On-Site Systems Analyst | Nashua

The On-Site Systems Analyst position requires broad technology skills across a range of disciplines to resolve complex customer account support needs in the Managed Services department for our growing client base. This role is customer facing and requires exceptional customer service skills. The On-Site Systems Analyst will work with various internal, external, technical, and business organizations. This position will entail learning to support multiple services across many system configurations and requires the ability to work after-hours on high-severity issues when they arise and participation in a rotating on-call schedule.On-Site Systems Analyst Responsibilities and DutiesProcess and investigate level 1 and 2 service requests as they arrive through direct client call, email, ticketing system, or face-to-face contactCreate new tickets in ticketing system and obtain and evaluate all relevant information for service issues and requests, according to proceduresProvide clients with timely written and oral updates regarding their support cases.Provide consistent, accurate and timely updates to team members, stakeholders, and management on the status and issues surrounding assigned work and tickets.Server as the ticket dispatcher when needed to ensure that tickets meet SLAs and are assigned to the appropriate resourceWork cooperatively across departments to gather issue information and drive to ticket resolutionEscalate client support tickets that cannot be remedied quickly to appropriate resource following the escalation process and proceduresAccurately track time spent on client tickets and projectsMeet or exceed responses and resolutions for all client Service Level AgreementsAssist clients with the purchase of Microsoft CSP subscriptions and follow the procurement processFully test all solutions after implementation for clientsAssist with new client on-boarding processesMaintain client monitoring dashboards and reportingAssemble hardware and installs or deletes softwareAdhere to company, Managed Services, and client processesComply with all company policiesMaintain Managed Services client relationships withMonitor clients infrastructure leveraging standard remote monitoring and management (RMM) toolsMay perform certain account management responsibilities for some clientsDocument processes or troubleshooting steps for issues escalated outside of departmentPerform as a service owner for some services, representing the service across the organization, serving as the point of escalation, influencing technology decisions, planning future development, etc.Participate in 24/7/365 on-call NOC/SOC rotation, which includes night and weekend shifts, resolve critical system issuesProvide subject matter expertise and resolve technology issues relating, but not limited toAzure Active DirectoryLAN/WAN connectivityNetworking (Cisco Meraki)Microsoft O365 Office SuiteWindows Desktop operating systemsmacOSMobile devicesThird party applications with the assistance of the vendors support staffMicrosoft Azure Management PortalsEnterprise Identity ManagementCreate or update documented policies and procedures for the use of technical staff when new issues occur that may impact multiple users.Develop new technical skills and learn industry knowledge as requiredDemonstrate exceptional customer service skills to exceed customers expectations and to minimize escalations by taking ownership of customer reported issues.Illustrated diplomacy, tactfulness and empathy when dealing with customersAbility to listen actively and ask clarifying questions to seek understandingObtain technical Microsoft Certifications as assigned by ManagerContinuous learning and development of skills assigned in your Professional Development PlanTravel and work on-site at client locations as assignedOther duties as assigned by ManagerQualification Skills RequirementsAssociates degree in Information Technology, Business, and/or Operations from an accredited college/university or equivalent experience in a directly related field2-years previous IT experience preferredExcellent and proven interpersonal skills to include verbal, written and technical communication skillsExcellent technical troubleshooting and problem-solving skillsAbility to prioritize effectively and handle shifting priorities professionallyProficiency in automated tools and desktop softwareAdvanced understanding of operating systems (Windows and Mac OS), printing systems, and network topologyPrevious MSP experience, or experience supporting external customer base preferredExperience in the following products is preferred: ConnectWise, Mimecast, Meraki, Workspot, Backupify, and KnowBe4Able to provide exceptional customer service and technical expertise for our clientsAbility to create technical documentation for processAbility to write clearly for a business audienceExemplified ability to defuse escalations and high-tension situationsWell-developed ability to appease customers experiencing service outages and difficultiesExperience going above and beyond duty to delight customersMust have a genuine drive for customer satisfaction and retentionValid driver's license and the means to travel on-site to client locations