At Meriplex, our Systems Analysts are often the first voice our clients hear when they need help - and that makes this role critical to our success. We’re looking for someone who enjoys solving problems, helping people and building strong customer relationships while sharpening their technical skills in a fast-paced IT services environment.
This role is ideal for a Tier 1–1.5 technician who has a solid technical foundation, strong communication skills, and a passion for customer service. You’ll support a dedicated Meriplex client onsite in Charlotte while working closely with our Technical Assistance Center (TAC).
In this role, you’ll resolve Level 1 end-user issues, follow established SOPs, and deliver a consistently positive support experience. You’ll handle a wide range of everyday IT needs—from desktop troubleshooting to account management—while knowing when to escalate more complex issues.
This is a great opportunity for someone who wants to build confidence, expand technical exposure and grow within an MSP environment.
What You’ll Do
- Be the first point of contact for end users, delivering friendly, professional, and timely support
- Troubleshoot common desktop, OS, email, printing, and connectivity issues
- Support customer-specific applications using documented procedures
- Perform basic network troubleshooting (TCP/IP, VPN connectivity, password resets)
- Navigate Active Directory to create, modify, and disable user accounts and groups
- Provide basic Microsoft 365 and Azure support
- Perform first-level triage for virtual server and system issues
- Accurately document work and manage tickets using established workflows
- Follow SOPs while knowing when to escalate issues appropriately
- Build trust with end users by setting clear expectations and following through
What We’re Looking For
- Strong customer service mindset - you enjoy helping people and explaining technical concepts clearly
- Solid Tier 1 / Tier 1.5 technical foundation
- Basic understanding of:
- Microsoft 365
- Active Directory
- TCP/IP and networking fundamentals
- Command line and OS troubleshooting
- Ability to communicate effectively with both technical and non-technical users
- Comfortable working in a ticket-driven environment and managing priorities
- Team-oriented, dependable, and respectful in all interactions
Preferred Experience & Certifications
- Prior MSP or service desk experience (highly encouraged)
- A+, Network+, and/or Server+ certifications
- Basic Microsoft 365 or Azure certifications
- Familiarity with ITIL concepts
- Strong written and verbal communication skills
Why Meriplex
- Supportive team environment with clear processes
- Exposure to a variety of technologies and real-world client environments
- Opportunity to grow beyond Tier 1 as your skills develop
- A company that values both technical ability and how you treat people