Senior Systems Analyst (Level 2)

Job Description: 

The Senior Systems Analyst (Level 2) is responsible for providing technical support to clients of the managed service provider (MSP) at an advanced level. The specialist will diagnose and troubleshoot complex technical issues, implement solutions, and provide excellent customer service to clients. The Level 2 specialist will also assist Level 1 technicians with technical escalations and act as a mentor for their professional development. 

Key Responsibilities: 

• Provide advanced technical support to clients via phone, email, and remote access tools 

• Diagnose and troubleshoot complex technical issues related to hardware, software, and network infrastructure 

• Implement solutions to resolve technical issues and provide follow-up support as needed 

• Act as a mentor to Level 1 technicians, providing guidance and technical training as needed 

• Escalate complex problems to higher-level support or vendor support as needed 

• Document all client interactions, issues, and resolutions in the MSP ticketing system 

• Maintain accurate and up-to-date documentation for client systems, configurations, and user accounts 

• Assist with onboarding new clients, including configuring and deploying hardware and software 

• Monitor client systems for potential issues and take proactive measures to prevent downtime 

• Participate in regular training and professional development activities to stay up-to-date on new technologies and best practices 

 

Additional Duties and Responsibilities: 

• Conducting advanced system administration tasks, such as configuring and managing server environments, creating, and managing virtual machines, and managing advanced security settings 

• Managing complex backup and disaster recovery processes for clients' systems 

• Designing and implementing new technologies and systems for clients 

• Providing advanced technical support for remote workforce solutions, such as virtual private networks (VPNs) and remote desktop access 

• Collaborating with other technical teams within the MSP to resolve complex issues 

• Participating in client meetings and providing technical expertise as needed 

• Providing technical training and support to clients' end-users 

• Creating and maintaining technical documentation for internal and client use 

• Assisting with the maintenance and monitoring of the MSP's own systems and infrastructure 

• Participating in on-call rotations to provide after-hours support to clients. 

 

Knowledge, Skills, and/or Abilities Required:    

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Advanced understanding of operating systems, business applications, printing systems, and network systems. 

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer care. 

• Diagnosis skills of technical issues. 

• Ability to multi-task and adapt to changes quickly. 

• Technical awareness: ability to match resources to technical issues appropriately. 

• Service awareness of all organization’s key services for which support is being provided. 

• Understanding of support tools, techniques, and how technology is used to provide services. 

• Typing skills to ensure quick and accurate entry of service request details. 

• Self-motivated with the ability to work in a fast-moving environment.  

• Professional IT Certifications, such as: Microsoft MCP or MCSA, Cisco CCNA, Comptia A+, Net+, or Security +, ECC Certified Ethical Hacker 

 

Educational/Vocational/Previous Experience Recommendations: 

• High school diploma or equivalent required; technical degree or certification preferred 

• 3-5 years of experience in a technical support role, with at least 2 years in a managed service provider environment 

• Advanced knowledge of Windows operating systems, Microsoft Office, and networking concepts 

• Excellent customer service skills and ability to communicate technical information to non-technical users 

• Ability to work independently and as part of a team in a fast-paced environment 

• Strong problem-solving and analytical skills 

• Experience with remote access tools and ticketing systems preferred 

 

What you can expect from us:

• Our shared values that foster inclusion and belonging including uncompromising integrity, collaboration, trust, and mutual respect
• The opportunity to innovate and do work that motivates and engages you
• A collaborative environment focused on enabling you to further your career growth and continuous professional development
• Competitive compensation and a total rewards package that focuses on all aspects of your wellbeing
• Flexibility to do impactful work and the time to enjoy your life outside of work
• Opportunities to connect and learn from professionals from different backgrounds and with different cultures

 

About Cherry Bekaert

Cherry Bekaert, ranked among the largest assurance, tax and advisory firms in the U.S., serves clients across industries in all 50 U.S. states and internationally. “Cherry Bekaert” is the brand name under which Cherry Bekaert LLP and Cherry Bekaert Advisory LLC, independently owned entities, provide professional services in an alternative practice structure in accordance with applicable professional standards. Cherry Bekaert LLP is a licensed CPA firm that provides attest services, and Cherry Bekaert Advisory LLC and its subsidiary entities provide business advisory and non-attest services spanning the areas of transaction advisory, risk and accounting advisory, digital solutions, cybersecurity, tax, benefits consulting, and wealth management. For more details, visit cbh.com/disclosure.

Cherry Bekaert cares about our people. We offer competitive compensation packages based on performance that recognize the value our people bring to our clients and our Firm. The salary range for this position is $55,000 to $85,000. Individual salaries within this range are determined by a variety of factors including but not limited to the role, function and associated responsibilities, a candidate’s work experience, education, knowledge, skills, and geographic location. In addition, we offer a comprehensive, high-quality benefits program which includes annual bonus, medical, dental, and vision care; disability and life insurance; generous Paid Time Off; retirement plans; Paid Care Leave; and other programs that are dedicated to enhancing your personal and work life and providing you and your family with a measure of financial protection.

Cherry Bekaert provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.  

This role is expected to accept applications for at least five calendar days.

Candidates must demonstrate eligibility to work in the United States. Cherry Bekaert will not provide work sponsorship for this position.

Cherry Bekaert LLP and Cherry Bekaert Advisory LLC are members of Allinial Global, an accountancy and business advisory global association. Visit us at cbh.com/careers and follow us on LinkedIn, Glassdoor, Instagram, Twitter and Facebook.

© 2024 Cherry Bekaert. All Rights Reserved.

 

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