Analyst, Managed Services Operations (Day Shift)

Managed Services Cincinnati, Ohio



Analyst, Managed Services Operations

RoundTower Technologies is a Data Center Infrastructure partner, providing clients with the resources and insight to overcome any technical obstacle, enabling business agility and success. Combining innovative technologies with documented best practices, our highly trained technical team will help you assess, design, implement and run your next-generation environment.

We have experienced phenomenal growth and we are currently looking for several Analysts for our Operations Center.  Our Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications.  Analysts troubleshoot system and user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited system maintenance, research and develop effective and logical solutions considering operational policies and information assurance requirements.


Analyst’s Responsibilities:

  • Accept and log customer calls
  • Monitor events / notifications via the monitoring tools.
  • Triage customer calls per specified severity levels
  • Execute first attempt to resolve the customer call
  • Refer customer call to the appropriate level two/three support group
  • Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)
  • Update the customer call record or incident ticket as required
  • Escalate customer calls to the appropriate management level when thresholds are violated
  • Close customer calls and tickets upon completion
  • Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.
  • Perform account management services – User Account creates/disables/terminations/name changes, etc
  • Monitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errors
  • Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
  • Distribute daily turnover reports to customers as needed
  • Communicate response times for dispatched tickets to the customers
  • Manage service requests ensuring adherence to SLA
  • Assist with cross training of Service Desk team members as needed

Desired Skills and Experience:

  • 2-3 year’s technical helpdesk or technical call center experience required
  • CompTIA A+ certification preferred
  • Hands-on work experience with the following:
    • Windows Operating Systems
    • MAC Operating Systems
      • Knowledge of Active Directory, Exchange 2010
      • User account management for Active Directory, Exchange Mailboxes, Distribution lists
      • Remote desktop connectivity
      • MS Office Suite (Word, Excel, PowerPoint, Outlook,Project, and Visio)
      • Internet browsers (Explorer, Chrome, Firefox)
      • VPN and remote dial-in users
      • 2-factor authentication, soft tokens
      • Support for laptop, desktops, and printers
      • Smartphone and Blackberry support
      • Execute basic queries and administrative tasks for MS SQL, helpful
      • Others: 
      • Sharepoint, Adobe Acrobat and other common desktop applications
      • Experience with monitoring tools/applications likeLogicMonitor, SolarWinds, and Nagios, etc. Job scheduler applications like Tidal or Autosys

Additional requirements:

  • Enjoy providing excellent customer service
  • Working knowledge of troubleshooting remote access issues
  • Excellent verbal and written communication skills (active listening skills)
  • Ability to articulate and speak with clear voice
  • Ability to understand the Customer’s business objectives
  • Ability to understand and accept that the Customer’s issues affect the business
  • Enjoy problem solving
  • Must have empathy with end users
  • Team player
  • Professional code of conduct
  • Ability to deal with stress
  • Good writing techniques
  • Good phone techniques
  • Experience with remote monitoring and management a plus

Shift Specifics

Sunday Through Tuesday rotating Wednesday 7am to 7pm


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.