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Systems Analysts are one of the most critical roles and at the heart of Agio's mission to create a loyal client base. We are looking for individuals focused on providing a stellar service experience, delivering outstanding technical support for Agio's dynamic end-users, and client systems. A commitment to effective communication, quality, attention to detail, and follow-through is key to success in this fast-paced role.  

About Agio

Agio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Agio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting. With nearly 280 employees, the company is headquartered in New York, NY with its Network Management Center (NOC) in Norman, OK and Security Operations Center (SOC) in Raleigh, NC. For more information, please visit https://agio.com/. 

Job Description

  • Deliver a stellar remote end-user and systems support experience  
  • Level 2 administration and support for client infrastructure  
  • Monitor and manage email and case management queues  
  • Performance of “health checks” with an attention to quality and detail - address anomalies or escalate, as needed  
  • See cases through to client-confirmed resolutions  
  • Assist with automation of repetitive tasks and suggest efficiencies  
  • Document support-related solutions and client environments  
  • Identify repetitive issues for root cause analysis  
  • Ensure cases exceed client expectations and are within Agio pre-defined OLAs  
  • Work on projects, as assigned  
  • Should be comfortable speaking to clients regarding their technology needs and making recommendations  
  • Ability to troubleshoot and resolve issues promptly  
  • Ability to work from a ticketing system and provide quality updates to clients and internal teams  
  • Should be comfortable speaking to clients regarding their technology needs and making recommendations   
  • Ability to document all work completed and train support staff on client systems.  
  • On-call is required as a part of this role  
  • Should have the ability to perform site surveys for clients and put together recommendations in a business-ready format.  
  • Strong ability to troubleshoot issues and perform Root Cause Analysis   

Requirements

  • Passion for delivering an outstanding client experience  
  • Strong 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   
  • Strong troubleshooting and problem-solving skills  
  • Confidence to “Speak Up” and share knowledge, areas of improvement, etc.  
  • 3-5 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 difficult GPO application issues for servers and clients.   
  • 1-3 Years experience with Dell/EMC Avamar backups preferred. Candidates lacking this experience in the areas will be expected to learn these technologies quickly and apply their knowledge to client environments.   
  • 2-3 Years VMWare/Citrix Experience. Candidates lacking this experience in the areas will be expected to learn these technologies quickly and apply their knowledge to client environments.   
  • 2-4 Years Microsoft Exchange / O365 Exchange Online administration experience a plus, but not required. Exchange 2010 experience preferred but should be familiar with 2007/2003    
    • Ability to troubleshoot mail flow issues (internal connectors or SMTP inbound/outbound)   
    • Ability to troubleshoot performance issues and comfortable with database maintenance tasks.  
    • Ability to configure and manage ActiveSync and Blackberry Enterprise Server. Comfortable with BES server migration tasks.    
  • Collaborative, team-player, stays “Cool Under Pressure”  
  • Ability to provide off-hours on-call support   
  • 1-2 yrs. Hands-on Server Administration experience including but not limited to:   
    • Active Directory account management  
    • HP Server hardware   
  • Windows and Mac OS, MSFT Office, and common business applications  
  • Hardware troubleshooting: printers, peripherals, and mobile devices  
  • Basic knowledge of Active Directory and networking  

Preferred Experience

  • Familiar with the Azure cloud platform  
  • Cisco networking technologies a plus but not required

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.  

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

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