Description: 

Overview:

We are seeking a highly skilled Systems analyst to join our team.  You will play a crucial role in providing technical support to clients in a staff augmentation model, helping maintain and optimize IT environments. This is a client-facing role that requires advanced troubleshooting skills, excellent communication, and the ability to resolve complex issues efficiently.

Key Responsibilities:

• Tier 2 Support: Provide technical support for escalated incidents and requests from Level 1 support, resolving issues related to hardware, software, network, and cloud environments.
• Incident Management: Monitor and manage support tickets through the ticketing system, ensuring timely resolution of incidents within SLAs (Service Level Agreements).
• System Troubleshooting & Maintenance: Diagnose and resolve complex technical issues, including server, networking, and workstation problems. Ensure optimal performance of systems, networks, and IT infrastructure.
• Remote & Onsite Support: Provide both remote and occasional onsite technical support to clients as needed, ensuring client satisfaction and minimal downtime.
• Documentation: Maintain detailed documentation of all troubleshooting steps, configurations, and resolutions for client environments.
• Escalation: Escalate unresolved issues to Level 3 engineers or vendor support when necessary, maintaining clear communication throughout the escalation process.
• Client Communication: Liaise with clients to provide updates, gather additional information, and ensure their IT needs are met in a timely and professional manner.
• System Updates & Patch Management: Apply patches, updates, and security fixes to servers, endpoints, and networking devices to maintain security and compliance.
• Project Support: Assist in IT projects such as system upgrades, migrations, and deployments as part of the MSP’s service offerings.

Required Skills & Qualifications:

• Experience: Minimum of 3 years of experience in IT support, preferably in an MSP environment.
• Technical Skills:
• Advanced knowledge of Microsoft Windows Server, Active Directory, and Group Policy.
• Proficiency in managing Office 365, Exchange, and SharePoint environments.
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VLANs, firewalls).
• Experience with virtualization technologies such as VMware and Hyper-V.
• Familiarity with backup solutions, disaster recovery, and business continuity practices.
• Experience with remote monitoring and management (RMM) tools.
• Problem-Solving: Strong analytical and troubleshooting skills to resolve complex technical issues quickly and efficiently.
• Customer Service: Exceptional communication and interpersonal skills, with a client-focused attitude and the ability to work under pressure.
• Team Player: Ability to collaborate effectively with internal teams, clients, and third-party vendors.
• Documentation: Strong documentation skills, with attention to detail in maintaining accurate records.

Nice to Have:

• Experience with automation tools such as PowerShell.
• Exposure to cloud technologies (Azure, AWS) or hybrid environments.
• Familiarity with security solutions such as firewalls, anti-virus, and threat detection software.

 LANGUAGE SKILLS: •• Employee should be fluent in English.

Physical Demands: To perform the essential functions of this job, the Associate must be able to stand on a concrete floor for extended periods and lift or move equipment weighing at least 50 pounds repeatedly. The candidate should also be capable of lifting equipment and construction supplies from the floor to prepare for installations. Additionally, climbing and working from common step ladders and lifts is required. Lift training/certification and safety equipment will be provided by the company.

EXPECTED HOURS OF WORK: 8 am to 4 pm or 9am-5pm Mon-Fri

TRAVEL: 75-100% required.

EEO/AA Statement New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. In addition to federal law requirements, Advanced AV, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.