Careers

Job Summary :

The Tier 2 Analyst is a senior level role responsible for supporting client users, under the leadership of management. This individual will be responsible for receiving, troubleshooting, escalating, and following up on inbound client requests or automated incidents. In addition, this individual will receive escalations form the Tier 1 Analyst role when issues cannot be resolved at that level. 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 2 Analyst performs a similar job to the Tier 1 Analyst, performing analysis and remediation of system issues and outages as they occur across customer enterprise networks; but also performs more complicated tasks, specializing in Server, Storage, and Virtualization technologies.  The position would be a technical lead and would be responsible for support of server and storage systems across multiple client environments.

The Tier 2 Analyst role works with stakeholders to ensure the stability, integrity, and efficient operation of customer infrastructure. Additionally, the Tier 2 Analyst is responsible for core infrastructure design and implementation using industry best practices.  The position requires candidates to have excellent communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues.

Since this is a senior level position, the selected individual will be expected to play a lead role and provide mentoring and all levels of support to mid-level Systems Engineers.

Key Responsibilities :

• Document, track, and monitor tier 2 incidents and problems to ensure timely resolution
• Promptly respond to tier 1 escalated service desk incidents and problems
• Identify and escalate issues requiring immediate attention
• 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
• Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements. Varied shift schedules may include day or evening hours.
• Work with junior techs in a mentorship role

 Basic Qualifications

• Education and Certifications:
  • CompTIA A+, CompTIA Network+, and CompTIA Security+ certifications, or equivalent work experience
  • 2 years+ experience in a Tier 1 Analyst role
• Skills Required:
  • Minimum of 5 years of proven knowledge working with server and storage hardware, software, including VMware, Dell Server and Storage Systems, Windows, Linux, etc.
  • Solid Experience with Physical and Virtual Servers, Operating system to include Windows, Unix and Linux, Desktops, Remote access and applications.
  • Candidate must possess a strong working knowledge of the following technologies, systems and applications:
    • 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

PREFERRED QUALIFICATIONS

• • Basic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.)
  • Experience monitoring VMWare clusters in high-availability environments
  • Broad experience using a variety of monitoring and ticket management tools
  • Candidate must have a good understanding of ITIL, including Service Management, Capacity Management, and Change Management
  • Extensive working knowledge of Servers and Storage for both physical and virtual servers
  • Extensive root cause analysis experience.
  • Solid theoretical knowledge and hands on experience configuring, troubleshooting, optimizing and managing most of the following hardware/software technologies & protocols:
  • P2V and V2V of servers
  • iSCSI and Fiber Channel SAN connectivity
  • Out-of-Band management (Dell DRAC)
  • Backup Solutions to include BackupExec
  • VMware vCenter, Update Manager
  • VMware ESX 3.x, 4.x, 5.x