Posted: Friday, August 18, 2017 3:09 PM
Summary: The purpose of the Systems Analyst is to develop, improve, and build customer relationships by supporting the System Operations Team. This is a full-time, salaried position. Scheduled work hours are 2:00pm - 11:00pm. Direct Report: This position reports to the System Operations Team Lead. Essential Functions: Analyst: Accept client requests for assistance with server or application resources (including both ASP and web-related assets); troubleshoot technical incidents, or problems to achieve resolution; create Support tickets via provided software to document, steps-to-completion, resolution, and resultant knowledgebase; initiate escalation process within System Operations, Infrastructure teams or Management as appropriate; communicate progress and resolution to clients, focusing on client understanding, appreciation, and participation in the problem-solving process. Specific Areas of Focus: Microsoft Exchange Server New Service R&D Active Directory Support Application Due Diligence Operating Systems R&D Plan and maintain new and renewed application hosting environments for existing and new clients. Account-specific technical and account management direction. Perform various customer service tasks, not limited to coordinating and scheduling customer technical support calls, providing telephone or coordinating on-site software and hardware support, and fully documenting resolution, independently solving customer problems. Work with Service Desk and NOC to improve daily problem resolution rates and minimize escalations. Maintain the Netgain software environment, plan for needed improvements, and make related recommendations to your direct supervisor and other managers. Configuration and installation of new application, infrastructure, or web servers, network appliances, power management hardware, rack equipment and accessories. Continued awareness of Netgain's network and physical security apparatus and ability to translate this to clients as needed to solve immediate and long-term technical difficulties. Continually improve technical competencies and communication skills. Assist in the training and development of Netgain employees. Suggest innovative and creative new ideas and ways of improving processes. Set up, monitor and maintain scheduled process as well as special projects related to the ongoing operations for Microsoft Exchange servers. Active participation and completion of Continuing Learning Program. Cooperate with other employees to create a trusting, honest, and productive work team. Other technical tasks as defined, planned, and approved by the System Operations Team Lead or other management. Experience Required: Operational understanding of the installation, support, monitoring, and custom modification of Microsoft server-based operating systems. Operational understanding of IP-based computer networking within LAN and WAN environments. Operational understanding of desktop-based operating systems, including Windows Server operating systems and Remote Desktop Services. Operational understanding of the installation, support, monitoring, migration strategies and custom modification of Microsoft Exchange Server.
• Location: St. Cloud
• Post ID: 24692438 stcloud