Analyst, Managed Services
Core
Support multiple clients via Service Desk, handling inbound/escalated inquiries, remote hardware/software support, and network/datacenter/security technology management.
Role type
Senior IC Managed Services Analyst (Network & Security)
Builds
Production support for network, datacenter, security, and voice technologies for small/mid-market businesses
Domain
IT Managed Services / Network Infrastructure
Required skills
Network administration, troubleshooting, incident analysis, ticket management, remote support, vendor interaction, Microsoft 365, Active Directory, Windows Server, Exchange Online, firewall/VPN management, monitoring tools
Preferred skills
Virtual desktop environments, Cisco/Meraki/Sonicwall/Fortinet experience, CompTIA A+/Microsoft/Cisco certifications
Technologies
Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp, Kaseya VSA, Connectwise Automate, LogicMonitor, Nagios, Microsoft 365, Active Directory, Windows Server, Exchange Online
Responsibilities
Manage service tickets and respond within agreed timeframes, provide remote hardware/software support and documentation, act as internal escalation point for technicians, analyze and troubleshoot logs for network/datacenter/security/voice technologies, use monitoring tools to investigate issues, interact with vendors to drive resolution, produce detailed service reports, perform on-call rotation, travel onsite to client offices
Seniority
Mid-level, hands-on IC