Provide frontline technical support across phone, email, and chat; manage and escalate incidents; troubleshoot desktops, laptops, mobile devices, Cisco phones, VPN/RSA, Office 365/Teams, and virtual machines on ESX; maintain ticket quality and documentation; work rotational shifts and extended hours as needed.
The Systems Engineer - Analyst will respond to technical assistance requests, manage
incidents, and act as a liaison between users and technical teams. The role requires
troubleshooting expertise in various technologies and flexibility to work in rotational shifts.
Key Responsibilities
- Respond to requests for technical assistance by phone, email, chat.
- Manage incidents and problems in the incident management system.
- Act as a liaison between users and technical escalation teams.
- Follow-up on open incidents and provide status updates.
- Escalate problems to appropriate teams when required.
- Maintain hygiene in ticket documentation and overall ticket quality.
- Identify and learn appropriate software and hardware used by the firm.
- Encourage users to use self-help resources and demo common issue solutions.
- Troubleshoot technical issues related to desktops, laptops, mobile devices, Cisco
Phones.
- Configure and troubleshoot virtual computers hosted via ESX servers.
- Troubleshoot Microsoft Office applications suite including Teams, O365.
- Troubleshoot issues related to VPN, RSA SecurID, corporate applications on mobile
devices.
- Troubleshoot issues related to Cisco Phones, IP Phones, Jabber, Zoom.
- Work extended hours when business needs.
- Flexibility to work in rotational shifts and week offs.
- Ability to work under high pressure.
Requirements
Must-Have Skills
- MDM
- Mobile Devices
- Networking
- Active Directory
- Cisco
Nice-to-Have Skills
- RSA
- Vendor Management
- VPN
- Documentation
- Incident Management
- Microsoft Office
- Strong Communication Skills
Benefits
Cab Facility
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