The Remote Systems Analyst 2 with MBS Secure Division works as a member of a Reactive Service Delivery Team to provide support services to clients. The position is highly client-facing via phone, email, and remote assistance tools, and as such requires outstanding communication and client service skills. The remote technician resolves workstation, server and network problem tickets, performs assigned project duties, and escalates to the Director of Operations as needed. This role regularly works on tasks that are varied and complex.

This role entails overseeing queue management and ticket flow within the MBS Secure Division Reactive Services Department. The incumbent will play a crucial role in directing the workflow of reactive services technicians to promptly and proficiently handle incoming requests. Additionally, the position serves as a key contact point for account management and technical support escalations, ensuring the efficient management of client expectations during escalations. Moreover, this role acts as the primary point of contact for technical support issues that fall outside the scope of level two engineers.

Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and/or equipment to meet specialized needs; serves as team lead; performs broad and/or focused assignments under general supervision; originality and ingenuity are often required to help establish procedures in functional area; relies on experience and judgment to plan and accomplish assigned tasks.

Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.

Essential Duties & Responsibilities

Client Service

• Maintain a strong focus on providing excellent customer service
• Provide responsive client service via phone, email, and in person interactions
• Answer internal and external client/vendor calls quickly and pleasantly
• Communicate in a friendly, professional and patient manner
• Perform all duties with the goal of building and maintaining long-term client/vendor relationships
• Maintain exceptional client service, understanding client satisfaction and perception is key to a successful relationship with clients

IT Service and Support Functions

• Act as the third tier of response for escalated tickets, serving as the point of contact for escalating to management and outside of the Reactive Services department
• IT support services for clients’ infrastructure, including clients’ core business applications
• Acquire specific knowledge of the client and how IT relates to their business
• Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
• Participate in projects by performing assigned duties
• Perform other related technical duties as assigned

Team Leadership

• Act as a team lead, guiding the workflow and schedules for triage, level 1, and level 2 engineers within the Reactive Services team
• Exhibit the ability to motivate and direct team members and colleagues.
• Demonstrate solid relationship and performance management skills.
• Provide coaching and feedback suggestions to management on the performance of the Reactive Services team
• Direct the ticket flow for the MBS Secure Reactive Services team, ensuring efficient handling of support technicians' responsibilities
• Develop, implement, and enforce strategies for proactive queue management and issue resolution
• Utilize analytical skills to review reports and Key Performance Indicators (KPIs) for deriving useful information
• Apply information to solve, eliminate, or escalate recurring problems

Documentation, Reporting and SLA’s

• Identify clients’ needs and report to Director of Operations
• Update documentation for client configurations or processes
• Communicate managed services installation and maintenance with Centralized Services (CS)
• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
• Utilize active listening and client-care skills in identifying potential concerns
• Report client concerns or complaints to Director of Operations and manage account management escalations with patience and empathy
• Answer internal and external communications timely and professionally
• Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
• Close tickets within 7 business days unless issue requires further delay as notated on the ticket

Professional Development

• Routinely take self-paced training in technologies relevant to the team
• Obtain industry certifications on a consistent basis

Administrative

• Enter all notes and time worked on the appropriate service ticket
• Enter time worked on each ticket daily
• Submit time sheets on a weekly basis, due by Saturdays at 12P

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

Core Competencies

• Ability to communicate and work effectively with end users over the phone and on-site
• Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
• Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
• Critical thinking and problem-solving skills
• Organized and detail-oriented
• Strong team player

Technical Skills

• Windows workstation repair, maintenance, malware removal, and deployment
• Configuring network settings on workstations
• Hypervisor & virtual desktop client support
• RDP client support
• Office 365 account and client support
• Exchange mailbox administration
• Server backup monitoring and maintenance
• Wireless connectivity for mobile devices and workstations
• Mobile device support – smartphones, tablets and laptops
• Active Directory account creation and management
• Network drive and printer mappings
• Diagnose network connectivity issues for workstations and servers

Certificates, Licenses, Registrations

• Valid Driver’s License

Education and/or Experience

• Possess a minimum of 4 years of recent experience in a Technical Support environment
  • Preferably have 2 years of recent leadership positions or relevant experience
• Bachelor’s degree preferred in IT, IS, CS, or another technical discipline
• CompTIA certifications preferred
• Microsoft Technology Associate (MTA) preferred

Language & Communication Skills

• Possess exceptional written, oral, and interpersonal skills
• Focus on the ability to listen actively and use deductive reasoning
• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

Physical Demands

• Regularly required to use hands to operate computer keyboard and telephone
• Prolonged periods sitting at a desk and working on a computer
• Moderately required to stand
• Occasionally needs to lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

Office Requirements

• Private home office workspace or ability to work remotely in a private area
• Valid Drivers License or ID and Ability to work in a Hybrid workplace
• High Speed Internet (Home Office)
• Cell Phone