- Company Name
- MSI Pharma
- Job Title
- Senior System Support Analyst
- Job Description
-
Job title: Senior Systems Support Analyst
Role Summary: Deliver advanced tier‑2/3 technical support for enterprise systems, cloud platforms, and collaboration tools. Troubleshoot complex issues across Windows, macOS, Microsoft 365, Active Directory, VPN, and AV/hybrid meeting solutions. Manage escalated incidents, mentor junior staff, maintain documentation, and contribute to system optimization and IT projects.
Expectations: • Resolve escalated incidents within agreed SLAs. • Ensure secure, reliable operations for global users, including executives and VIPs. • Maintain compliance with security policies and participate in continuous process improvement. • Provide training, guidance, and after‑hours support as needed. • Travel for on‑site deployments or support when required.
Key Responsibilities: • Advanced troubleshooting for hardware, software, networking, and cloud applications. • Tier 2/3 support for escalated Service Desk tickets. • Administration of Microsoft 365, Active Directory, remote access, and enterprise collaboration tools. • Support AV, video‑conferencing, and hybrid meeting technologies. • Lead or support upgrades, rollouts, and migrations of critical IT systems. • Maintain accurate documentation, compliance records, and process improvements. • Train and mentor junior IT staff and end users.
Required Skills: • 3–5+ years of IT support in fast‑paced or regulated environments. • Proficiency with Windows 11, macOS, Office 365, Active Directory, VPN, and networking fundamentals. • Experience with MDM (Intune, JAMF) and endpoint security tools. • Strong analytical, communication, and customer‑service skills. • Ability to lift up to 50 lbs and work after hours or travel.
Required Education & Certifications: • Associate’s or Bachelor’s degree in IT or related field. • Industry certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+/Network+, AD+ preferred).