IT Solutions is a fast-growing Managed Service Provider specializing in high-end technology solutions for small and mid-market businesses. The Analyst, Technical Alignment is responsible for providing proactive IT support to clients, ensuring all technologies are functioning properly and reducing the need for reactive support.
Responsibilities
- Adhere to our established Technology Alignment processes, procedures, and policies
- Assist with client onboarding and offboarding procedures
- Provide proactive IT support to clients, ensuring all physical and digital networks are operating smoothly without any interruptions
- Monitor and remedy client infrastructure issues and alerts in a timely manner
- Perform regular onsite proactive services that will reduce the need for reactive support
- Perform regular checks for maintenance installation to ensure all systems are running smoothly
- Document system reviews, recommendations, internal processes, and procedures
- Escalate client issues to the Technology Alignment Team Lead if need be
- Provide additional IT support to other departments as required
- Participate in after-hours on call and/or on call escalation rotations as assigned
- Other assignments as instructed by the Technology Alignment Team Lead
- Attend regular internal/external meetings
- All other duties and responsibilities as assigned by the Technology Alignment Team Lead
Skills
- Post-secondary diploma or bachelor's degree in Computer Science or Information Technology; and/or 1-5 years of proven technical support experience
- Any of the following professional IT certifications: Microsoft, Citrix, Sophos, Cisco, Comptia
- Proven experience providing network administrative support
- Previous experience working with VMware, Windows Servers, RMM, and PSA
- Advanced MS Windows Server administrative skills and support skills
- Experience in administering, managing, and troubleshooting patch management tools
- Sound knowledge of backups and Disaster Recovery software and strategies
- Experience with Datto BDR and VEAM
- Excellent communication, interpersonal, and active listening skills
- Professional, proactive, and personable telephone etiquette
- Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries
- Ability to solve problems independently, effectively, and efficiently
- Ability to multi-task and work under tight deadlines
- Ability to manage changing priorities effectively and efficiently
- Strong team player spirit is a must
- Must be willing to work in a hybrid working environment
- Must be willing to attend the office or client worksites in-person when required
- Previous experience working with a Managed service provider is an asset
- Experience in creating custom scripts using Remote Management Tools, such as ConnectWise, Automate, or Datto will be an asset
Benefits
- Comprehensive Group Benefits Program
- Paid Holidays and Vacation
- Company-paid life
- Employee Assistance Program
- Company-paid training, materials, and exams
- Performance-based bonuses
- Flexible/hybrid work arrangements
Company Overview
With 30 years of experience as a trusted managed services provider, we're your dedicated partner in navigating the complex world of technology, so you can focus on growing your business. It was founded in 1994, and is headquartered in Washington, Pennsylvania, USA, with a workforce of 501-1000 employees. Its website is https://www.itsolutions-inc.com/.