L2 Service Desk Analyst, MSP

About the Position:
As a Service Desk Analyst, you will be working directly with AvePoint's partner, FSI Strategies, in helping clients leverage Microsoft Technologies to achieve more. You will be the primary point of contact for clients seeking technical support, managing incoming service requests via various channels. Your role involves creating and assigning service tickets, coordinating with technical staff for timely resolution, and providing regular updates to clients. You will also handle basic administrative tasks, vendor management, and ensure efficient communication and follow-up to maintain high customer satisfaction.
Key Responsibilities:
Act as the first line of support for all IT issues via phone/email/portal/client-facing
Provide regular updates to the client regarding resolution and progress status
Office 365, Active Directory account creations, edits, and terminations
Distribution, security, and MS group creations and edits
Configure and deploy workstations per client standards
Troubleshoot and resolve hardware & software tickets through ITSM software, shared drive and printer troubleshooting and mapping
Microsoft 365 Office troubleshooting (Outlook, Teams, Excel, Word, etc.)
Escalate unresolved tickets to Senior Analysts by properly notating resolution attempts in the ticket. Maintain ownership of the request and work with the Senior Analyst towards resolution
Support clients with Apple devices
Server and infrastructure support (On-premises and In-cloud)
Track time for every minute spent on a ticket
Create SOP documentation for JR Analyst to reference
Ensure On-Call coverage throughout nights and weekends. During the week the coverage hours are 1:00-10:00 PM EST, and the weekend support hours are 7:00 am – 10:00 pm EST.
**Note that the on-call hours are restricted for emergencies only (ie down network, password reset, computer not booting, etc.)
Other Skills and Qualifications:
Has more than 4 years of relevant years of in technical support/ service desk experience
Demonstrated ability to work collaboratively in resolving tickets efficiently and effectively.
Proven track record of owning client issues through to resolution.
Experience in working with Coordinators and Management to enhance service levels.
Proficiency in using Microsoft Teams for escalation and learning purposes.
Commitment to adhering to FSI security protocols and client confidentiality training.
Ability to assist in content development, including blogs and podcasts.
Willingness to support other entities within FSI as needed.
What’s in it for you?
HMO coverage from day 1 of employment (plus 2 free dependents)
Group life insurance (upon regularization)
Wellness Reimbursement Program (upon regularization)
Paid annual and sick leaves (convertible into cash)
Paid compassionate leave (5 days)
Employee Dedication Award (years of service)
Employee Referral Bonus Program
Promoting diversity and inclusion
Business Travel Opportunity (Top Performers)
Hybrid Working Arrangement (3 days onsite & 2 days' work-from-home)
Competitive compensation package, Performance bonuses/incentives
Career growth & advancement opportunities
*Terms and conditions apply
AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drive our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.
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