2nd Line Support Analyst

The role of technical analyst is to act as an extension of our Managed Services Service Desk to provide 1st and 2nd line technical support services on site and assisting the Service Desk with remote work. The position requires the Technical Analyst to manage service desk tickets through to resolution by owning the onsite support queue and resolving tickets within service level agreement.

Key Duties & Responsibilities:

Act as the Customer Champion, coordinate and escalate tickets o Including regular catch ups with Service Delivery Manager

1st & 2nd Line Support

Device Management

Supply, configure, install, and support all business-as-usual Hardware and Mobile Devices.

Asset Reporting

Managing stock levels for devices and peripherals

Reporting information back to customer when levels are low

Managing Monthly Patching Schedule & system updates via RMM

Health check and non-compliant devices

Identifying multiple common incidents as problems and manage those in collaboration with the Problem Manager

Infrastructure/Network Alerting

Device issues

Software Management: Teams, Exchange, SharePoint, OneDrive, Yammer

License Management

Procure, install, configure, and support Windows 10 Enterprise Licenses for all Devices either to End Users or provided for multiple user devices.

Procure Microsoft Office versions as provided by Office 365 and all suite of applications, including installation on Devices and support and maintenance.