Sr Systems Analyst - After Hours

Meriplex Communications - Houston, TX

Full-time - Mid Level

Houston, TX

Telecommunications

About the position

The Senior Systems Analyst position at Meriplex is a critical role within the Technical Assistance Center, focusing on delivering exceptional IT support and customer service during after-hours shifts. This position is essential for maintaining operational efficiency for businesses by providing advanced technical support and troubleshooting for various IT services.

Responsibilities

• Act as the point of escalation for L1 Systems Analyst.
• Deliver advanced workstation support.
• Provide advanced customer specific application support.
• Troubleshoot advanced network connectivity and devices/user connectivity.
• Administer incident response system reboots.
• Perform basic OS support.
• Utilize basic Azure support skills.
• Provide second level triage virtual server support to reestablish functionality.
• Follow all SOP to resolve all technical issues.
• Administer advanced Active Directory support.
• Perform advanced ITIL security to provide basic printing and connectivity support.
• Deliver scripted application support.
• Perform TCP/IP troubleshooting.
• Resolve advanced VPN connectivity issues and password resets.
• Provide advanced end-user email support.
• Utilize basic scripting knowledge.
• Perform root cause analysis.
• Provide standardized triage SOPs for System Analysts.

Requirements

• Advanced knowledge of Microsoft 365 applications.
• Advanced knowledge of command line.
• Understanding of advanced technical triage methodologies.
• Intermediate TCP/IP understanding.
• Ability to communicate both verbal and written technical information to a wide range of end-users and customer internal IT departments.
• Ability to effectively set expectations regarding delivery of service.
• Ability to work in a team environment and treat co-workers, subordinates, and customers with respect.
• Adherence to ticketing methodologies regarding documentation, process, and workflow.
• Ability to support, manage, troubleshoot, and resolve service requests with urgency and professionalism.
• Properly manage workflow using research, documentation, RMM tools, ticket system, and communication.

Nice-to-haves

• Prior MSP support desk experience.
• A+ certification.
• Network+ certification.
• Server+ certification.
• Microsoft 365 certification.
• Azure support.
• VMware knowledge.
• Superior reading, writing, and communication skills.
• Intermediate knowledge of network concepts, devices, and best practices.