Senior Technical Support Analyst

The Role

The Senior Technical Support Analyst role is a key part of the Managed Services team, performing advanced troubleshooting and support for our Managed Services customers. This role requires deep technical analysis/troubleshooting skills as well as an ability to work within and understand the application environment.

Team members must be comfortable working in a dynamic environment, with customers located in multiple geographies, and be willing to adjust schedules to meet the needs of the customer. Participation in 24×7 on-call rotation is required.

Your Mission

• Provide support and guidance to Associate team members.
• Desktop, Laptop, and Mobile Device Support: Troubleshoot and resolve issues (device, software, and operating system) for end-users.
• Ensure device is operating and updating properly. Perform endpoint scanning and remediation, analyze faults in applications/operating systems, and address other issues that may arise.
• Server Management and Administration: Troubleshoot and resolve issues identified with server hardware and/or software. Examples may include but are not limited to, server faults, backup faults and errors, application faults and errors, and other technical issues.
• Database Management: Perform SQL Server Database Backups & Restores.
• Hardware Configuration: Build and/or configure new hardware including Windows-based PCs, Android and IOS mobile devices.
• Exchange and/or Office365 Administration DHCP/DNS/FTP/AD/GP Administration
• Windows Server and AD configuration and management
• Participate in developing the Knowledge Base by contributing articles related to troubleshooting tips and techniques and be willing to work with others to assist in these efforts.
• Participate in on-call rotation (Team cycle is 24x7x365 coverage)

Your Profile

• 5+ years’ experience supporting end-users.
• Experience supporting enterprise application software.
• Minimum A+ or N+ or equivalent certificates or work experience (MS Networking Essentials, MS Desktop Certification)
• Bachelor’s degree in a related field
• Proficient in Windows Server Administration
• User Maintenance, Login Scripts & Profiles, Domain Types & Trusts, Group Policy, Replication & DFS
• Experience with RDS & Server Farm Administration
• UPD / Roaming profiles, Brokered Farms
• IIS Administration
• Print Server / Driver Administration
• Exposure to Linux
• Monitoring / RMM Tools (Nable preferred)
• Case Management & Documentation
• Software Installation
• Scripting Capabilities (Powershell, Batch, CMD, VBS) desirable