Integrated Services - Senior Systems Analyst

The Position: Reporting to the Manager, Service Delivery – Our Sr. Systems Analyst is always available to resolve our client’s technical issues in person and remotely. As a senior technician, you will be an escalation point for our more junior team members and a point of contact for our clients and vendors. You will be part of the team that forms the core of our service delivery and will have ample opportunity to utilize your technical skills and troubleshooting ability. Working with the Team Lead, the Sr. Systems Analyst will have advanced client knowledge and system knowledge including networking and servers: as well as advanced technical and computer knowledge. The Sr. Systems Analyst can resolve issues escalated from a Systems Analyst with increased speed and accuracy.
Responsibilities:

Resolve client issues promptly and with exceptional customer service.
Remotely support client networks
Escalate issues requiring an on-site technician in a timely manner with thorough notes.
Maintain accurate technical notes and activity tracking.
Manage time and commitments.
Participate in making F12 a fun place to work.
Maintain a pleasant and calm demeanor in stressful situations.
Maintain prompt communication.
Ability to troubleshoot server-based software issues with:

Microsoft Windows Server 2012/2016/2019
Microsoft Exchange 2013/2016/Office 365
Microsoft SQL Server (basic understanding)
Microsoft Terminal Server (RDS) 2012/2016/2019
Microsoft Hyper-V and VMWare/ESXi/VSphere
Major AV/Security packages
Office 365/Azure/Entra ID/Intune administration/configuration/management
VPN issues, BoVPN, IKEv2, IPSEC
Firewalls/Switches/Aps Configuring/managing/troubleshooting

Knowledge and understanding of various server/workstation peripherals.
Working knowledge of workstation/server hardware and software troubleshooting abilities
Working knowledge of DNS, the internet and mail flow

Requirements:

Minimum 3-5 years IT Help Desk/Support Experience
Completion of multiple professionally recognized certifications
Advanced trouble shooting ability.
Understanding of virtualization technologies
Experience managing and supporting 3rd party cloud services.
Ability to be on-call/work after hours occasionally.