Systems Analyst

Continental Resources • Billerica, Massachusetts, United States • 1d ago

Overview

Continental Resources is a women-owned, family business that has been providing innovated IT solutions to business, government, and educational organizations for more than 50 years.

The System Analyst 2 will work with a team of managed services analysts, administrators, and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end users, and monitoring tools. This role will have broad exposure across a range of network, server, virtualization, and security platforms, working issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly, and provide exceptional customer service.

Responsibilities

Operations:

Triage customer calls and tickets per specified severity levels
Attempt to resolve customer issues on their first call
Refer/ escalate customer calls to the appropriate level of support, as needed
Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors and storage systems
Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
Perform account management services – User Account creates/disables/terminations/name changes, etc
Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
Distribute scheduled reports to customers as required
Supporting end users by diagnosing and resolving computer hardware, network, and application issues
Assist with cross training of other analysts, as needed
Perform other tasks as assigned by management Qualifications

Education and Training

High school diploma required; college degree strongly preferred
Relevant entry-level certifications strongly preferred:
- Google IT Support Professional
- CompTIA A+, Network+, Security+
- Microsoft MTA
- ITIL v3 Foundation

Experience

2-5 years in a technical support role
Experience providing customer support
Experience in 24x7x365 Managed Services required
Experience using ITSM and Monitoring tool sets

Skills

Highly analytical thinker and troubleshooter
Detail oriented with excellent documentation and communication skills
Self-motivated, passionate about technology, with the desire to learn new things
Ability to use and troubleshoot Microsoft Windows, Office, and Office365
Foundational understanding of operating systems and servers, both physical and virtual
Experience working with active directory to perform basic tasks, such as user creation and password resets