Highlights
Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors and storage systems. This role will have broad exposure across a range of network, server, virtualization and security platforms, working issues independently, and when needed, with the assistance of senior subject matter experts on the team.
Numbers & Facts
| Location | Bedford, MA |
| Job Type | Part-time |
| Industry | Computer/IT Services |
| Company Size | 100 to 499 employees |
| Year Founded | 1962 |
| Website | https://www.conres.com/ |
Description
This shift will be Sunday, 10:30 a.m. – 7:00 p.m.
Overview
Continental Resources is a women-owned, family business that has been providing innovated IT solutions to business, government, and educational organizations for more than 50 years.
The System Analyst will work with a team of managed services analysts and engineers to deliver excellent support and management of our customers’ environments. They will field issues and requests escalated directly by customer IT personnel, end users, and monitoring tools. This role will have broad exposure across a range of network, server, virtualization and security platforms, working issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly, and provide exceptional customer service.
Responsibilities
Operations:
- Triage customer calls and tickets per specified severity levels
- Attempt to resolve customer issues on their first call
- Refer/ escalate customer calls to the appropriate level of support, as needed
- Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
- Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors and storage systems
- Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
- Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
- Perform account management services – User Account creates/disables/terminations/name changes, etc
- Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
- Distribute scheduled reports to customers as required
- Supporting end users by diagnosing and resolving computer hardware, network, and application issues
- Assist with cross training of other analysts, as needed
Perform other tasks as assigned by management
The pay for this position is $30.00 per hour for the 8 hour shift. This pay reflects pay that Continental Resources reasonably and in good faith expects to pay for this position at the time of posting, consistent with the Massachusetts Pay Transparency Law (M.G.L. c. 149, § 105E).
#ConRes
Qualifications
Qualifications
Education and Training
- High school diploma required; college degree strongly preferred
- Relevant entry-level certifications strongly preferred:
- Google IT Support Professional
- CompTIA A+, Network+, Security+
- Microsoft MTA
- ITIL v3 Foundation
Experience
- 0-3 years in a technical field
- Experience providing customer support
- Experience in 24x7x365 Managed Services or SaaS organization preferred
- Experience using ITSM and Monitoring tool sets.
Skills
- Highly analytical thinker and troubleshooter
- Detail oriented with excellent documentation and communication skills
- Self-motivated, passionate about technology, with the desire to learn new things
- Ability to use and troubleshoot Microsoft Windows, Office, and Office365
- Foundational understanding of operating systems and servers, both physical and virtual
- Experience working with active directory to perform basic tasks, such as user creation and password resets
#ConRes
Benefits
Paid Sick Days, Parking, Performance Bonus, Prescription Drug Coverage, Professional Development, 401K, Employee Referral Program, Flexible Spending Accounts, Employee Events, Tuition Reimbursement, Work From Home, Life Insurance, Military Leave
About Company
ConRes is a private, Women-Owned IT solutions provider that helps organizations overcome challenges in five key areas: cloud, data center, digital infrastructure, cybersecurity and collaboration. By partnering with best-in-breed manufacturers, we bridge the gap between the manufacturer and the customer, making it easier for organizations to design, procure, implement and support IT solutions. Backed by over 55 plus years of growth and profitability, our approach is simple: We have great people who are highly skilled at what they do, who are nimble and flexible to changing needs and who find ways of helping customers structure IT in the way that works best for their businesses.
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