Job Summary :
The Tier 1 Analyst is a junior level role responsible for supporting client users, under the leadership of the management and the Tier 2 Service Desk. This individual will be responsible for receiving, troubleshooting, escalating, and following up on inbound client requests or automated incidents. An appropriate candidate must be a skilled troubleshooter, enjoy working with end users at all levels, have a pleasant phone presence, and possess excellent communications skills.
The Tier 1 Analyst performs technical analysis and remediation of system issues and outages as they occur across customer enterprise networks. This individual then performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level systems administrators and network engineers. The Tier 1 Analyst is responsible for researching and documenting various mitigation strategies; and must maintain current and thorough knowledge of customer technologies and their significance to customer operations. This individual must be able to prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements. The Tier 1 Analyst may also perform basic system administration tasks such as network/system troubleshooting, patching operating systems and applications, and executing various scripts.
Key Responsibilities:
- Document, track, and monitor tier 1 incidents and problems to ensure timely resolution
- Identify and escalate issues to tier 2 when necessary
- Maintain a high degree of communications with all stakeholders for all inquiries.
- Maintain, diagnose, and resolve hardware and software issues
- Maintenance of networks, network appliances, servers, computers, and network operating systems
- Desktop support to be provided remotely when possible, onsite when necessary
- Followup and communication with all stakeholders
- Monitor a wide variety of information systems, network systems, and cloud platforms; that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications
- Follow all established Help Desk procedures and participate in the development of new procedures
- Develop and maintain system documentation, administrative, and user guides
- Limited sales support – communicate opportunities for improvement to customers and make recommendations for improvement. Communicate the nature of these conversations to management
- Conduct end-user training
- Observe, learn, and embody the organization’s Mission Statement, Vision Statement, and Core Values
Basic Qualifications
- Education and Experience:
- CompTIA A+ and CompTIA Network+ certification, or equivalent work experience
- 1 years+ experience in a similar Tier 1 Analyst role
- Skills Required:
- Candidate must possess a strong working knowledge of the following technologies, systems and applications:
- Network Monitoring Protocols such as SNMP, NetFlow, WMI, syslog, etc.
- Microsoft Windows Network Operating Systems
- Workstation and server OSes
- Microsoft Office Software
- Microsoft Office 365 Exchange and SharePoint, PowerShell and ECP
- Basic User Management in Active Directory and Group Policy
- Basic Knowledge of Virtualization (Hyper-V, VMWare)
- Familiarity with SaaS cloud applications (RMM, AV, Backup, Office 365)
- Ability to work without supervision in a team-oriented environment
- Excellent communication skills – verbal, written, and interpersonal
- Hands-on and proactive approach and a willingness to learn
- Transportation, valid driver’s license, and clean driving record
- Experience providing remote support using virtual desktop tools
- Candidate must possess a strong working knowledge of the following technologies, systems and applications:
