Alexander Technology Group is currently working with a Managed Service Provider that is looking to hire a Systems Analyst for their Nashua, NH offices.
This position does require being on-site, and frequent travel to local clients.
Responsibilities and Duties
- Handle level 1 and 2 service requests through calls, emails, ticketing systems, or face-to-face interactions.
- Create and manage tickets, ensuring all information is documented and issues are resolved according to procedures.
- Provide clients and team members with timely updates on support cases.
- Act as ticket dispatcher to ensure tickets meet SLA requirements and are properly assigned.
- Collaborate across departments to resolve issues and escalate as needed.
- Track time on client tickets and projects, adhering to client Service Level Agreements.
- Assist with Microsoft CSP subscription purchases and client onboarding processes.
- Maintain and monitor client systems using RMM tools.
- Document processes and troubleshoot issues, serving as a service owner for some services.
- Participate in 24 / 7 on-call rotation to resolve critical system issues.
- Provide expertise in Azure Active Directory, LAN / WAN connectivity, Microsoft O365, and more.
- Develop technical skills and industry knowledge, maintain customer relationships, and travel to client locations as needed.
Qualification Skills Requirements
- Associate degree in Information Technology, Business, or Operations, or equivalent experience.
- 2+ years of IT experience preferred.
- Experience with Windows 10, Azure Active Directory, and O365.
- Have a car, and be commutable to Waltham and Boston.
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