IT Analyst Managed Service Provider
2 weeks ago
Work Arrangement: Onsite - Clark, Pampanga
Work Shift: Morning Schedule
*Note: Night shift during training for 2 weeks*
PRIMARY OBJECTIVES
- Identify issues: must have the ability to speak to end users and translate the issue presented to underlying causes.
- Gathering details of affected users/systems
- Know the right questions to ask
- Resolve issues: implement the resolution with minimal impact to the customer (determining how involved customer wants to/can be in the process).
- Documentation of customer issues and the issue resolution using BTS's ticketing software.
- Liaise with vendors and other IT personnel for problem resolution
- Managing the following systems: ticketing software, RMM software, Knowledge Base, alerting systems, phone systems, security/camera software including physical access, backup and replication.
- Monitor all customer installed systems and infrastructure
- Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks
- Participate in the design of information and operational support systems
- Provide 2nd and 3rd level tool support
- Share in the on-call responsibilities
- Onboarding and Offboarding clients using RMM software.
- Adding/Removing managed endpoints.
- Creating/Setting patch scheduling.
- Maintain security, backup, and redundancy applications
- Creating/Generating Reports for Administrative team.
- Creating/reviewing generated automated alerts.
- Other systems management revolves around granting/removing access to users.
- Strong technical writing skills for documentation.
- Solid scripting skills (e.g., PowerShell scripts)
- Updated knowledge of Microsoft Windows operating systems – desktop and server
- Basic networking troubleshooting (DNS, switches, firewalls, VPN, etc.) is desired
- Advanced troubleshooting skills are required
- Excellent writing & documentation skills
- Excellent customer service and communication required
- Experience with virtualization and containerization (e.g., VMware, Hyper-V)
- Experience with automation software
- Implements computer system requirements by defining and analyzing system problems; designing and testing standards and solutions.
- Current education/experience/certifications reflecting your competency in your chosen field
- Previous work experience in similar capacity highly desired
- High skills PC support
- Fundamentals of networking
- Experience with at least 1 monitoring system
- Lots of experience with ticketing system / requirements for time entries
- MS server basic experience
- M365 Admin experience
- CW Automate / Labtech / PRTG
- CW Manage
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