Abacus Technology

Hosted IT solutions for financial services

Senior Analyst - Enterprise Service Desk

IT Service Desk & End User SupportUpdated on Nov 14

Full-timeRemote in USANo salary listed

About the Job

Requirements

An associate degree in a technology-related field, or an equivalent combination of education and work experience.
At least 3 years of experience in IT support working in Microsoft environments.
Required certifications: Network+, Server+, Windows Server 70-410, 98-365, or equivalent.
Understanding of Windows Server 2016, 2012, and 2008; Active Directory; SQL; SharePoint; Exchange Servers; backup technologies; and internet, DNS, email, and communication issues.
Knowledge of VMware, Citrix, VPN, and Terminal Services.
Knowledge of VoIP, voicemail, analog systems, and vendor-specific hardware and software.
Strong problem-solving and client-relationship skills.
Strong verbal and written communication skills.
Ability to learn and retain new technology skills and troubleshooting processes, work as a team member, and remain calm and professional in high-stress situations.
Availability to alter shifts and job requirements to meet client and company needs.
Compliance with safety requirements, including required training and company policies, procedures, field guidelines, reporting requirements, and technical advisories.

Responsibilities

Deliver an excellent customer experience in all interactions.
Resolve new and escalated service tickets, and provide guidance on or personally resolve aging and complex issues.
Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources when necessary.
Serve as an escalation point and mentor and coach team members.
Assist clients with the design, implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking, and software.
Work with vendor representatives to resolve software and hardware issues.
Install and upgrade Microsoft Windows Server operating systems.
Perform advanced virus, malware, and ransomware remediation.
Provide professional server-room cable management.
Create and maintain detailed documentation.
Resolve backup issues and perform restore testing.
Install, configure, and support complex high-availability virtual environments in VMware ESXi and Hyper-V.
Help clients harden security posture through policy and advanced technologies according to company standards and processes.
Keep clients informed of incident progress and notify them of impending changes or agreed outages.
Participate in after-hours on-call rotation as needed; eligibility requires at least six months of company experience and supervisor approval.
Coordinate activities with clients, support continued customer satisfaction, assist with client training, and represent the company professionally.
Perform on-site technical and customer service support, including emergency and scheduled repairs and maintenance of client systems and equipment.
Manage network-switch and server-room cabling.
Diagnose, troubleshoot, repair, and debug complex technical and computer systems and software.
Follow standard procedures to isolate and fix malfunctioning equipment or software.
Clean client network closets, including labeling, removing unneeded equipment, and updating documentation.
Report activities; maintain local spare-parts inventories; and record time, travel expenses, and client logs.
Lead teams on standard projects, including system migrations, virtual-server configurations, server and firewall installations, office setups and moves, and VPN tunnel configurations.
Participate in project planning and solution delivery, and mentor and teach improved processes to team members.
Follow the company’s defined processes, policies, and service-delivery standards.
Perform other duties as assigned.

Desired Qualifications

Managed service provider (MSP) experience is strongly desired.

Job Summary

Presenting the Sr. Analyst, Enterprise Service Desk at Abacus, where we're taking IT support to the next level. You'll spearhead the implementation of customer-facing cloud environments, on-premise infrastructure, and telephony systems, all while delivering world-class client experiences daily. Not only will you resolve escalated service tickets with finesse, but you'll also provide guidance for aging and complex issues, ensuring minimal disruption to our clients' operations. Your expertise will shine as you mentor and coach our team members, elevating our support capabilities to new heights. Join us in making a real difference in healthcare while delivering world-class client experiences daily.

Role and Responsibilities

Deliver an excellent customer experience in all interactions
Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
Serve as an escalation point to mentor and coach team members
Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
Work with vendor representatives to resolve software and hardware issues
Install and/or upgrade Microsoft Windows Server Operating Systems
Perform advanced virus, malware and ransomware mediation
Provide professional quality server room cable management
Responsible for creating and maintaining high quality, detailed documentation
Resolve backup issues and perform restore testing
Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
Communicate with clients as required: Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
Take part in after hours
On Call rotation as needed – must have a minimum of 6 months experience at Abacus and have supervisor approval before joining rotation.
Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner
Perform on-site technical and customer service support, to include:
- Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
- Performs scheduled maintenance and repairs of clients’ technical systems and equipment
- Network switch and server room cable management
- Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software
- Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
- Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
Lead teams on standard projects (i.e. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)
Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
Follow Abacus’s defined processes, policies, service delivery standards
All other duties assigned.

Qualifications and Education Requirements

Associates degree in technology related field OR equivalent combination of education and work experience
A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
Required certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalent
Complete other technical and professional development as outlined in development plan
Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
Knowledge of VMWare, Citrix, VPN and Terminal Services
Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
MSP specific experience strongly desired
Excellent problem solving and client relationship skills
Excellent verbal and written communication skills
Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.
Current shift options are as follows:
- Mon - Fri 8am- 5pm EST
- Mon - Fri 8am-5pm PST/MST

Work Authorization & Sponsorship

Candidates must be legally authorized to work in the country in which the position is based. At this time, we are unable to provide employment-based visa sponsorship for this position, now or in the future.

Use of Artificial Intelligence in Hiring

We may use artificial intelligence (AI) and other technology-assisted tools to support certain aspects of our recruiting and hiring process. These tools may assist with activities such as organizing, reviewing, or summarizing candidate information. AI-generated outputs or recommendations do not replace human judgment, and our hiring team maintains human review and oversight of employment decisions.

About the Company

Abacus Technology

Hosted IT solutions for financial services

Abacus Group, LLC provides hosted IT solutions tailored for alternative investment firms. Its flagship Abacus Cloud platform delivers IT as a service, letting investment managers access cybersecurity, storage, compliance, and other technology needs on demand through a managed, scalable enterprise cloud. The service pairs a financial-services focus with an end-to-end technology stack hosted in a secure cloud, simplifying IT management for firms that must meet strict regulatory requirements. Differentiators include industry-specific capabilities, scalable on-demand resources, and a proven, award-winning platform supported by offices across major U.S. cities and London. The goal is to give financial-services firms a ready-to-use, compliant, and scalable technology platform so they can focus on investment activities rather than IT management.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: New York City, United States
Founded: 2008

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