Reporting to the Manager, Service Delivery – Our Systems Analyst is always available to resolve our client’s technical issues in person and remotely. As the System Analyst, you will own the responsibility of delivering high quality and timely assistance by adhering to F12’s policies and procedures. This role is designed to cultivate technical troubleshooting skills including network infrastructure, servers, and applications.
With the coaching from our Team Leads and the guidance of more senior technicians, this role is the perfect learning opportunity for those wanting to gain a deeper understanding of the IT industry. Responsible for end-user support, you will partner with our clients to resolve their IT issues. Looking to enhance our relationships with Clients you diligently learn the contacts and preferences of each account and can multi-task when accommodating their requests.
Answering phones with both speed and tact, you are empathetic and articulate when working with Clients. Balancing quality with speed, you provide skilled verbal and written responses to Clients and update ticket statuses to ensure all team members know things are taken care of Escalating tickets when the answer is unclear,
you willingly ask for help from your Team Leads or teammates when needed. Wanting your team to always be better, you update shared resources/wikis like IT Glue and SharePoint to ensure others can find the information they need.
Preparing and deploying workstations, printers, network hardware equipment and other associated peripherals are responsibilities you handle regularly. A constant learner, you are willing to ask for help and share what you have learned with others. With an analytical mind and a kind spirit, you can explain solutions to people with varying degrees of technical knowledge.
Accountable, you uphold the metrics and standards set by your Team Lead and look for opportunities to improve and advance performance. A passion for technical solutions, you have basic knowledge in areas like Windows Servers, Active Directory, Networking, and Virtualization. Minimum 1-year Service Desk/Support Experience or equivalent combination of education and experience Certifications in Microsoft, CompTIA A+/Network+ are considered an asset.