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Shift Type:
Job Title:
Systems Analyst Education:
High School Location:
Bedford - Bedford, MA 01730 US (Primary) Entry Level: Category:
Managed Services Salary Grade: Date Needed By: Job Type:
Full-time Travel:
0 - 10% Job Description
Overview
Continental Resources is a women-owned, family business that has been providing innovative 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) 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 Support 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 # of Hires Needed:
1 Job Requirements
Education and Training
High school diploma required; college degree 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 Our company founder believed that a company was only as successful as its employees and customers. The fabric of our company is tightly woven through commitments to diversity, philanthropy, and sustainability. At ConRes, our responsibilities to our employees are paramount. I'm particularly proud of our continuing commitment to employee training and professional development. At ConRes we foster a culture of learning and growth aligning with our partners to provide classroom and online training. We participate in industry trade shows, provide compensation for certifications, collaborate internally amongst peers, and with our partner community. We are a close-knit family company that prioritizes inclusion. We have multiple employee events including charity days, ice cream socials, holiday parties, sports leagues, and cross-functional departmental meetings.
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Systems Analyst Education:
High School Location:
Bedford - Bedford, MA 01730 US (Primary) Entry Level: Category:
Managed Services Salary Grade: Date Needed By: Job Type:
Full-time Travel:
0 - 10% Job Description
Overview
Continental Resources is a women-owned, family business that has been providing innovative 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) 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 Support 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 # of Hires Needed:
1 Job Requirements
Education and Training
High school diploma required; college degree 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 Our company founder believed that a company was only as successful as its employees and customers. The fabric of our company is tightly woven through commitments to diversity, philanthropy, and sustainability. At ConRes, our responsibilities to our employees are paramount. I'm particularly proud of our continuing commitment to employee training and professional development. At ConRes we foster a culture of learning and growth aligning with our partners to provide classroom and online training. We participate in industry trade shows, provide compensation for certifications, collaborate internally amongst peers, and with our partner community. We are a close-knit family company that prioritizes inclusion. We have multiple employee events including charity days, ice cream socials, holiday parties, sports leagues, and cross-functional departmental meetings.
#J-18808-Ljbffr
