Tier 1 Support Analyst

As a Tier I Engineer you will provide both on-site support and remote support for various Tier I technical issues for clients in Houston, TX as well as throughout Sparkhound’s customer catalog. As an Engineer, you will utilize both your customer service and problem-solving skills to provide an exceptional customer experience supporting multiple clients in a variety of industry verticals. Engineers at our service desk come from all walks of life and support clients at various technical levels.

What you will do

• Travel on-site to client locations to support end users and resolve issues
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
• Provide phone support and issue escalation as necessary
• Handle incidents and requests with a courteous and professional attitude.
• Communicate promptly on progress of incidents and requests.
• Perform the system changes adhering to organizational policies.
• Log all incidents and requests into one or more ticket entry systems.
• Maintain technical documentation in association with Support Team members.
• Conduct remote desktop troubleshooting for end-users.
• Set up and test desktop computer peripherals.
• Perform IT infrastructure analysis and remediation.
• Support daily technical support activities for desktop, data, and server management.
• Participate in regular On-Call rotation.
• Perform other related duties as required and assigned.
• Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities in a timely manner
• Follows best practices as defined by vendor, manufacturer, or Sparkhound defined processes

Are you a fit?

• Experience with an MSP a plus
• Preferred, experience in network / IT systems and troubleshooting steps
• 1+ years professional experience in any relevant team setting. Ability to understand Managed Services reporting.
• Fiercely support client success and exemplify a do-whatever-it-takes attitude.
• Knows fundamental concepts of customer service and can also identify root causes of client problems.
• Must have experience utilizing and troubleshooting issues with the following
• Proficient in information technology regarding both hardware and software
• Proficient with Microsoft desktop operating systems Windows 7, 8, 10 and 11
• Experience with Microsoft server operating systems, specifically Server 2012, 2016, 2019, and 2022
• Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions.
• Understanding of file security management, shared drives, network drives, and their security permissions.
• Experience with Microsoft 365, Exchange Online, OneDrive, Azure AD.
• Experience assisting users over the phone to resolve technical issues.
• Remote PC technical support.
• Managing Virtual Data Center environments.
• Managing network resources for routing and switching.
• Telephony proficiency a plus - desktop phone upgrades, modifications, activations, repairs and troubleshooting.

Measures of Success:

• Accounts for 100% of time worked by documenting on tickets Sparkhound PSA
• Follows up daily with client on each open ticket they are assigned to
• Resolves and closes all assigned tickets within 7 days
• Responds to all assigned tickets within defined standards
• Always maintains a professional appearance

Bonus Points for:

• ITIL Certification
• Microsoft Certifications
• CompTIA A+ Certification
• HDI – Desktop Support Technician Certification
• Managed Service Provider support experience
• Team leadership or mentoring experience
• Hands on experience with ConnectWise Manage and n-Able by nCentral
• Hands on Experience with Microsoft Intune and VDI