System Analyst

3 months ago

Waltham, United States Alexander Technology Group Full time

Alexander Technology Group is currently working with a Managed Service Provider that is looking to hire a Systems Analyst for their Boston and Waltham 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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