We have team members in the US, UK, Canada, and India. Our remote work policy allows us to accommodate our employees' need for flexibility. Our family forward mentality and work-life balance focus empower our employees to live their best life at Agio.

WE OFFER:

• Competitive salary
• Comprehensive health benefits including vision, dental, disability, life insurance, and more with immediate coverage
• An inclusive parental leave policy
• 25 vacation days off
• 10 paid holidays
• 10 paid sick days
• 32 hours of paid volunteer time off
• Pension matching
• Training and growth opportunities
• A multicultural and diverse team
• A supportive work environment
• Social events
• Agio swag
• And more

Job Description

As an onsite Desktop Systems Analyst, you will be using cutting edge technology in supporting clients, as well as evaluating all nodes in an environment and making recommendations based on the client's requirements. The Systems Analyst will be level 2 and 3 support. You will need to have a good understanding of WIN10 and WIN11, experience with a ticketing system, and excellent verbal/written communication skills. You will be the prime representative of the Agio brand and can create a positive impact on our client's impression of Agio. Clients will look to you as a subject matter expert for your guidance when it comes to purchasing and setting up new equipment within their environment.

Please note that this is a an onsite role based in London with occasional remote work. Business appropriate attire will be required for client onsite visits.

Responsibilities

• Provide consistent and thorough updates to clients while working through cases and projects
• Act as a subject matter expert and trusted advisor to our clients' technology staff
• Continuously account for our clients' digital security when implementing any changes or providing technology recommendations
• Directly maintain Agio's relationship and image with our clients while identifying methods of improving it
• Identify problems and help provide proactive resolutions
• Represent Agio to clients in person regarding their technology needs and making recommendations
• Perform site surveys for clients and put together recommendations in a business ready format.
• Troubleshoot issues and perform Root Cause Analysis
• Resolve hardware and software issues, in a timely manner
• Work from a ticketing system and provide quality updates to clients and team.
• Document all work completed and train support staff on client systems.
• Perform statistical analysis of clients' environments to reduce effort

Skills & Qualifications

• Passion for delivering an outstanding client experience
• Superior written and verbal communication skills
• Confident and friendly phone presence
• Must demonstrate flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment
• Collaborative, team-player, stays "Cool Under Pressure"
• 5-10 years of experience providing end-user support
• 5+ years hands on desktop support experience including but not limited to:
• Strong understanding of desktop and laptop hardware
• Strong understanding of MS Windows 7 and 10
• Strong understanding of mobile devices (i.e. iPhone, Android, Blackberry)
• Strong understanding of MS Office 2010/2016/365 applications
• Strong understanding of Azure and Office365 user and environment administration
• 3-5 years hands-on Server Administration experience including but not limited to:
• Dell Server hardware
• HP Server hardware
• 3+ years Window server experience but not limited to:
• Strong understanding of Active Directory topologies and how sites interconnect.
• Strong understanding of File Sharing Technologies including (NTFS, DFS, FTP, and Backups)
• Strong understanding of group policies and how to troubleshoot advanced GPO application issues for servers and clients.
• Ability to perform advanced troubleshooting for server performance, authentication errors, Kerberos, IIS, and networking issues.
• Must be authorized to work in the United Kingdom

Preferred Experience

• Powershell experience with Office365 & Azure
• Automation via scripting