Managed IT Support Analyst III

Company: Cincinnati Bell
Location: Honolulu
Posted on: May 5, 2021

Job Description:

Job Purpose :This position provides second-level hands-on support of IT systems and applications for external Managed IT customers. Additionally, this position acts as the senior escalation point for all Managed IT customers, responsible for the monitoring and management of servers and workstations.Essential Functions :

• Provide remote & on-site support for customer locations -- 20%
• Maintain queue of trouble tickets - resolve trouble tickets forwarded/escalated by first-level support group; responsible for timely and effective closure of hardware and software issues - 20%
• Administer and manage IT assets and licenses, active directory, and other processes and systems for Managed IT customers. -- 10%
• Research and troubleshoot escalated issues from first and 2nd level support; this involves testing software configurations in lab environment; examples would include production applications not working properly or software the company is evaluating for production purposes - 20%
• Assist in Windows Server Azure AWS configurations- installing operating systems and configuring standard departmental software - 20%
• Support customer IT projects - 10%Education :Two years of College or Technical School resulting in an Associate's Degree or equivalentCertifications, Accreditations, Licenses :
  • Preferred certifications:
  • Microsoft Certified Systems Engineer (MSCE): Windows Server
  • Microsoft Certified Professional (MCP): Azure Fundamentals
  • AWS Cloud Practitioner
  • Google Cloud Services: Associate Cloud EngineerGeneral Work Experience :6 to 7 yearsSpecial Knowledge, Skills and Abilities :
    • Experience working in a Managed Services environment supporting multiple clients through automation and efficient work processes
    • Installation, configuration and troubleshooting skills for operating systems, standard applications, and PC hardware
    • Knowledge of Windows 10 operating systems and domain structures
    • Knowledge of Windows 2012 -- 2019 Server operating systems and domain structures
    • Knowledge of Amazon Web Services server hosting, provisioning, and support
    • Knowledge of Microsoft Azure hosted servers hosting, provisioning, and support
    • Knowledge of Google Cloud Services hosting, provisioning, and support
    • Knowledge of Exchange, Outlook, and Office 365
    • Good written and oral communication skills required to communicate action items taken to resolve IT-related issues to end-users in terms easily understood
    • Tier 1 and Tier 2 helpdesk, responsible for resolution of server and client level issues, application, and printer issues
    • Desktop support, responding to and resolving server level PC, application, and printer issues
    • Installing operating system and configuring standard departmental software
    • Experience and knowledge of active directory
    • Experience and knowledge of asset and license management
    • Experience and knowledge of WSUS and SCCM
    • Experience with mobile devices (IOS, Android, Windows)Supervisory Responsibility :No supervisory responsibilityWork Environment :
      • Requires the use of cell phone for communications during regular and after business hours
      • May require after-hours/weekend work
      • Considerable amount of lifting (up to 50 lbs.), walking, and keyboard data entry required
      • May require working in confined spaces under and around desksHawaiian Telcom and its subsidiaries is an Equal Employment Opportunity / Affirmative Action employer and we provide reasonable accommodations for qualifying individuals with disabilities and disabled veterans in our job application and interview procedures. If you would like to request an ADA accommodation for any part of the application and/or interview process, please contact our HR Compliance Department at 513-397-0524 or send an email to ht.recruitment@hawaiiantel.com. If you should have any difficulty, you may use our alternative methods to express your interest in employment. A wonderful career awaits you!

Keywords: Cincinnati Bell, Honolulu , Managed IT Support Analyst III, Professions , Honolulu, Hawaii