Job Summary
The Service Desk Analyst 2 will provide intermediate technical support to resolve advanced technical issues related to hardware, software, and networking.
The Service Desk Analyst 2 will model the Netrio mission, vision, and values each day, functioning as a guide for daily accountabilities and responsibilities. This role is accountable for creating, updating and resolving technical service requests from customers and with speed and precision. This role is on the front line for reactive client requests, handling with a high level of accuracy and customer satisfaction.
This role involves providing both remote and on-site support while collaborating with Tier 2 and 3 engineers to address complex issues. Additionally, the technician will assist with IT projects and system updates. This position is ideal for someone with strong IT support experience, troubleshooting skills, and an interest in taking on more responsibility.
Key Responsibilities
- Answer calls and tickets submitted from clients through our various communication channels, including via phone, and email.
- Provide initial support for all calls and tickets received. If the issue requires additional support the Service Desk is unable to provide, it is their duty to escalate the problem accordingly.
- Collaborate with team members and escalate issues appropriately.
- Update/create tickets detailing any troubleshooting steps you took to ensure the problem can be picked up and put down by the other team members if necessary.
- Follow up on older tickets to ensure problems are fully resolved and that the customer is satisfied with the outcome.
- Document client specific information as needed to enable secured but easy access for future, related issues.
- Intake of packages and deliveries received to the office. Enter the information for each delivery into Zoho under the relevant client and mark that package for pickup by the engineer.
- May also be used to support the Project Team or Network Engineers in the initial preparation of the new client equipment, especially new workstations, when needed.
- Provide in-depth support for escalated issues with desktops, laptops, servers, and network devices. Troubleshoot hardware, software, and network problems, including firewalls, switches, and access points.
- Windows Server & Active Directory Management
- Troubleshoot and manage issues related to Windows Server, Active Directory, and Group Policy. Ensure systems are functioning optimally and securely.
Network Support
- Assist with setup, configuration, and troubleshooting of network components, including VPNs, routers, switches, and firewalls.
Office 365 and Exchange Management (Online and On-Prem)
- Provide support for Office 365, including user management, license assignments, troubleshooting, and email-related issues. Assist with Exchange Online and on-premises troubleshooting, focusing on mailbox management, email flow, and user access issues. Ensure proper integration between cloud and on-prem environments and resolve any service disruptions.
Cloud Services Management (AWS, GCP, Azure)
- Support cloud environments like AWS, GCP, and Azure. Assist with cloud resources, routine maintenance, and troubleshooting related to cloud infrastructure. Collaborate with senior team members on cloud migrations and configurations.
Collaboration with Support Teams
- Work alongside Tier 1 and Tier 3 support teams to resolve complex technical issues and ensure smooth escalation processes.
System Updates & Maintenance
- Perform regular updates, upgrades, and maintenance tasks to keep client systems secure and up to date.
3rd Party Vendor Management
- Coordinate with third-party vendors for support and service-related issues. Manage and escalate tickets to vendors as needed, ensuring timely resolution and keeping clients informed of progress. Act as a liaison between the client and vendor for smooth communication and effective issue resolution.
Client Support & Training
- Provide remote support to end-users, assisting with software installations, troubleshooting, and educating users on best practices.
Project Support
- Contribute to client onboarding and IT infrastructure projects as needed. Assist with deployment and configuration of new systems or services.
Ticketing & Documentation
- Use ticketing systems such as Remedy, Jira, or ServiceNow to track and document all support requests, ensuring detailed and accurate records of troubleshooting and resolutions.
KEY COMPETENCIES
Customer Focus
- Provide clear communication and resolution regarding service requests to ensure customer satisfaction.
Collaboration
- Work effectively with peers and technical teams to ensure smooth workflow and issue resolution.
Continuous Improvement
- Identify gaps in documentation and processes to enhance efficiency and service delivery.
Attention to Detail
- Accurately manage and document service requests, ensuring proper tracking and resolution.
Time Management
- Efficiently manage multiple service requests while ensuring timely resolutions and meeting performance metrics.
Qualifications
Required:
- 3+ years of experience in IT support, particularly in troubleshooting and resolving complex technical issues.
- Strong knowledge of Windows operating systems, Active Directory, Windows Server, and network infrastructure.
- Experience with ticketing systems (e.g., Zoho, Connectwise, or ServiceNow).
- Proven ability to diagnose and resolve technical issues independently.
- Strong written and verbal communication skills.
- Time management skills, and the ability to prioritize multiple concurrent issues.
- The ability to work independently but also be a team player.
- Thriving in a fast-paced environment. Performing well under pressure.
Preferred
- Experience with cloud-based services like Office 365, AWS, GCP, or Azure.
- Relevant certifications, such as CCNA, CompTIA Network+, CompTIA A+, or MCSA.
- Experience in network management, cloud environments, or virtualization.
WORK ENVIRONMENT + BENEFITS
Benefits
Netrio offers a hybrid work environment, prioritizing work-life balance, continuous learning, and a supportive team culture. We invest in our people by providing comprehensive benefits, including:
- Competitive salary and bonus structure.
- Comprehensive benefits package.
- Wellness programs and professional development opportunities.
The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.