Senior Systems Analyst (Level 2)

Job Description: 

The Senior Systems Analyst (Level 2) is responsible for providing technical support to clients of the managed service provider (MSP) at an advanced level. The specialist will diagnose and troubleshoot complex technical issues, implement solutions, and provide excellent customer service to clients. The Level 2 specialist will also assist Level 1 technicians with technical escalations and act as a mentor for their professional development. 

Key Responsibilities: 

• Provide advanced technical support to clients via phone, email, and remote access tools 

• Diagnose and troubleshoot complex technical issues related to hardware, software, and network infrastructure 

• Implement solutions to resolve technical issues and provide follow-up support as needed 

• Act as a mentor to Level 1 technicians, providing guidance and technical training as needed 

• Escalate complex problems to higher-level support or vendor support as needed 

• Document all client interactions, issues, and resolutions in the MSP ticketing system 

• Maintain accurate and up-to-date documentation for client systems, configurations, and user accounts 

• Assist with onboarding new clients, including configuring and deploying hardware and software 

• Monitor client systems for potential issues and take proactive measures to prevent downtime 

• Participate in regular training and professional development activities to stay up-to-date on new technologies and best practices 

Additional Duties and Responsibilities: 

• Conducting advanced system administration tasks, such as configuring and managing server environments, creating, and managing virtual machines, and managing advanced security settings 

• Managing complex backup and disaster recovery processes for clients' systems 

• Designing and implementing new technologies and systems for clients 

• Providing advanced technical support for remote workforce solutions, such as virtual private networks (VPNs) and remote desktop access 

• Collaborating with other technical teams within the MSP to resolve complex issues 

• Participating in client meetings and providing technical expertise as needed 

• Providing technical training and support to clients' end-users 

• Creating and maintaining technical documentation for internal and client use 

• Assisting with the maintenance and monitoring of the MSP's own systems and infrastructure 

• Participating in on-call rotations to provide after-hours support to clients. 

Knowledge, Skills, and/or Abilities Required:    

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Advanced understanding of operating systems, business applications, printing systems, and network systems. 

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer care. 

• Diagnosis skills of technical issues. 

• Ability to multi-task and adapt to changes quickly. 

• Technical awareness: ability to match resources to technical issues appropriately. 

• Service awareness of all organization’s key services for which support is being provided. 

• Understanding of support tools, techniques, and how technology is used to provide services. 

• Typing skills to ensure quick and accurate entry of service request details. 

• Self-motivated with the ability to work in a fast-moving environment.  

• Professional IT Certifications, such as: Microsoft MCP or MCSA, Cisco CCNA, Comptia A , Net , or Security , ECC Certified Ethical Hacker 

Educational/Vocational/Previous Experience Recommendations: 

• High school diploma or equivalent required; technical degree or certification preferred 

• 3-5 years of experience in a technical support role, with at least 2 years in a managed service provider environment 

• Advanced knowledge of Windows operating systems, Microsoft Office, and networking concepts 

• Excellent customer service skills and ability to communicate technical information to non-technical users 

• Ability to work independently and as part of a team in a fast-paced environment 

• Strong problem-solving and analytical skills 

• Experience with remote access tools and ticketing systems preferred