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IT Support Analyst II

Company: Infranet Technologies Group, Inc
Location: Rocky Mount
Posted on: March 14, 2020

Job Description:

Provide desktop support as well as Tier II support for servers, networking equipment, and telephony systems. Acts as an escalation point for junior analysts to recommend and implement corrective solutions. You will have excellent problem solving, customer service skills, and a strong sense of urgency. Perform advanced troubleshooting to diagnose and resolve technical problems. Issues should be resolved in a timely manner to minimize downtime. Major duties Provide direct technical assistance to clients utilizing remote support tools or in person Troubleshoot and resolve technical problems without supervision Provide escalation support to Client Support Specialists and team members Identify opportunities to enhance end user experience Document time, customer correspondence, and problem resolutions Assist account managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipment Engage external support vendors as needed Other duties as assigned Job related qualificationsskills EducationCertifications BS degree or equivalent work experience VCP, MCSA, CCNA and or equivalent Professional experience 4+ years working experience in desktop support, system administration, or network administration Knowledge, skills and abilities (incl. languages) Required Knowledge Must possess strong organization and time management skills with a strong customer service mindset Windows OS, Mac OS, Microsoft Office, mobile devices Windows Server components Maintain a strong working knowledge of technical products and solutions Networking hardware and fundamentals Virtualization fundamentals (VMware, Hyper V) Microsoft Office 365 Administration Preferred Knowledge Microsoft 365 (Business and or Enterprise) Microsoft Azure (Servers and or Services) Microsoft InTune Storage platform and hardware (Dell EMC) Telephony platform (WebEx Teams Cisco UC) Knowledge of methods Strong analytic and problem solving abilities Structured thinking and interest in numbers and data structures High level of self motivation and a willingness to take responsibility Personal skills Effective interpersonal and relationship building skills Demonstrated high degree of professionalism, responsibility, and dependability Works well in a team oriented, collaborative environment on complex projects Ability to complete individual project tasks independently Ability to prioritize tasks Ability to detect patterns to provide long term solutions instead of short term fixes Possesses excellent written and verbal communication skills, including presentation skills

Keywords: Infranet Technologies Group, Inc, Rocky Mount , IT Support Analyst II, Professions , Rocky Mount, North Carolina

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