Reconomy

IT Support Analyst

Reconomy

full-time

Posted on:

Location Type: Hybrid

Location: Windsor • Connecticut • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AzureCloudDNSFirewallsITSMTCP/IPVMwareVoIP

About the role

  • As an IT Support Analyst, you will be a key member of a worldwide Service Delivery team with ultimate responsibility for delivering end-user requests, resolving incidents, maintaining systems and delivering projects across our Windsor Connecticut office and its satellite locations.
  • Working within an ITIL aligned ITSM you will support internal customers and colleagues through tickets, phone calls, remote sessions, and in person.
  • Periodically you may be required to attend secondary sites to deliver onsite support.
  • Additionally, you will be responsible for IT project delivery in these locations, including supporting acquisition onboarding activity, both to business systems and across the Reconomy Our Resource tenancy.
  • **Service delivery**
  • Resolve incidents and requests within SLA, collaborating with third parties, colleagues, and IT Helpdesk Analysts to ensure effective triage and complete, accurate ticket information.
  • Add commentary and record working time on tickets (incidents and requests) with a view to keep both customers (end-users) and colleagues informed.
  • Participate in resolver groups, developing your own knowledge and experience.
  • **Project Delivery**
  • Lead and support various IT projects within our Connecticut, Windsor office including the consolidation of IT hardware, infrastructure, business systems and software post M&A.
  • Onboarding new users onto our single tenancy, migrating from legacy tenants from time to time.
  • Delivery various other IT projects both locally and across the Americas and other loops, as required from time to time.
  • **Technology SME**
  • Grow your knowledge of technology stacks and become a subject matter expert.
  • Undertake advanced system administration tasks including complex troubleshooting of interdependent systems.
  • Manage installations, upgrades and configurations of hardware and software through Intune or by exception legacy applications.
  • **Infrastructure**
  • Setup, relocate, configure, and troubleshoot end-user, meeting room, and office equipment on site.
  • Support the local network on a day to day basis, working closely with Reconomy’s network services department.
  • Support on-prem infrastructure as this rolls in from acquisitions and, plan / execute migration of this to cloud services working closely with other colleagues across the group

Requirements

  • 3 - 5 years experience in an IT Support Analyst, project delivery or equivalent role.
  • Customer services and project delivery experience.
  • Ability to set expectations and communicate results with end-users and colleagues.
  • Strong documentation skills.
  • Comprehensive understanding of Active Directory and Entra ID including hybrid configurations.
  • Extensive experience with at least two of these Microsoft administration centres: Azure, Admin, Exchange, Intune, SharePoint, and Teams.
  • Advanced ability to technically diagnose and troubleshoot faults methodically.
  • Knowledge of advanced Windows Server management tools and techniques.
  • Practical knowledge of network protocols and tools e.g., TCP/IP, UDP, ICMP, Wireshark, and TCPdump
  • US drivers license
  • **Preferred Experince **
  • Experience with Sage and other similar business systems (finance and CRM) - Salesforce and embedded VoIP platforms administration experience - Experience in network management including DHCP/DNS, VLANs, VPNs, enterprise grade firewalls
  • Experience of virtualisation technologies e.g., Hyper-V and VMware - Knowledge of VoIP phone systems.
Benefits
  • - Comprehensive health and dental benefits
  • - Employer matching of employee retirement contribution
  • - Supportive work-life balance: hybrid/in-office work schedule
  • - Supportive of professional development
  • - Dynamic and international working environment
  • - Will work in close coordination with Reconomy teams in the Americas and periodically with other regions

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT supportincident resolutionproject deliverysystem administrationtroubleshootingActive DirectoryAzureIntuneWindows Servernetwork protocols
Soft skills
customer servicecommunicationdocumentationcollaborationexpectation setting
Certifications
US driver's license