Cyber Advisors is looking to add a Service Desk Analyst to our team. Cyber Advisors provides employees opportunities for growth and learning while servicing a dynamic customer base. Our customers depend on us as their technology consultants and you will be expected to play a major role in our growth and success. You will also build your own skill set as you are exposed to many different types of applications, environments, and platforms. We believe a healthy work-life balance is paramount to the success of our team.

Overview

The Service Desk Analyst role will function as rapid response and resolution role that focuses on quick resolution of common Tier 1-level issues along with routing higher level issues to appropriate teams. The SD Analyst role will field incoming requests from clients via live calls, voicemail, and email. As part of fielding these requests the SD Analyst will gather detailed information and review each issue to determine appropriate action based on provided guidelines. An ideal Service Desk Analyst candidate possesses strong technical intuition, has a desire to create a amazing client experiences and grow their performance and technical skillset.

Essential Support Functions:

• Field incoming requests from end users via telephone and e-mail (through the ticketing system) in a professional and courteous manner.
• Prioritize and work tickets, escalating to the appropriate client or internal team as needed while following contractual guidelines where available.
• Document all pertinent end user identification information including name, department, contact information, and nature of problem or issue.
• Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts.
• Apply diagnostic utilities to aid in troubleshooting.
• Help to create and maintain up-to-date documentation of existing and new client systems and environments.
• Provide basic network support for client workstations.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Additional Service Desk Analyst Functions:

• Create a great experience for Cyber Advisors’ clients using technical skillset, excellent listening skills, and empathy.
• Engage with your teammates consistently throughout the day.
• Attend and participate in weekly department meetings.
• Help clients to better understand the systems that they are using by providing helpful tips and training where possible.
• Actively look for opportunities to grow your technical skillsets through training and certifications.

Required Experience/Education:

• Experience working in an IT Support function oran Associate-level degree in related field.
• Possess Microsoft Support or other relevant industry-standard certifications (preferred)
• Experience working with and troubleshooting desktop operating systems including Microsoft Windows (required) and Apple MacOS (preferred).
• Experience troubleshooting Microsoft Office products (required) and Office 365 services (preferred).
• Basic troubleshooting experience with Windows networking functions as well as networking appliances and devices such as modems, routers, and switches.

Knowledge, Skills & Abilities:

• Working knowledge of a range of diagnostic utilities.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Excellent written and oral communication skills.
• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation for both internal and external customers.
• Experience working in a team-oriented, collaborative environment.

Compensation / Benefits:

• Competitive salary depending on skills and experience.
• Vacation and PTO.
• Employer-paid Health and Dental Insurance for CA employees.
• Great opportunities for career advancement
• 401k with employer matching
• Paid time off to train for continuing education
• Disability and Life Insurance

About Cyber Advisors:

Cyber Advisors' culture is like no other. First and absolutely foremost, we believe in taking care of our employees and their families. Whether we are blowing off steam at Top Golf, gathering for a fun summer family picnic, or hosting sales –vs- engineering paintball war, we play just as hard as we work. We believe good things come to those who sweat.

Cyber Advisors Inc, (CA) located in Maple Grove, MN, is looking for an experienced Sr. Project Engineer - Networking. CA is a Cyber Advisors is a rapidly growing MSP and Cybersecurity Consulting firm that specializes in a very high-quality, customer-focused approach to designing, managing, and maintaining our customer's IT environment. We have invested a tremendous amount of time to develop our technology, processes, and support platform. We are now adding to our team of outstanding individuals to help in our growth. Come grow with us!

You can learn more about us at https://cyberadvisors.com/

SUMMARY:

TheSenior Project Engineer – Networking role is a experienced consulting position within the Cyber Advisors Project Team. This pre and post-sales position is customer-facing and consists of the design and delivery of business-transformation technology projects, as well as providing consulting services for projects and services. The Senior Project Engineer – Networking role is a responsible and trusted member of the customer’s technology team, relied upon to provide exceptional services and solutions that make a visible and valued contribution to customer goals.

Cyber Advisors Project Engineers deliver technical designs, implementations, and support services. These services may include projects within the following areas:

· Microsoft services: Windows 2012R2-2022, Exchange 2010-2022, SharePoint, SQL

· Local and Wide Area Networks: advanced routing, firewalls, switching, and wireless

· Security services: vulnerability assessments, penetration testing, remediation solutions

· Virtualization: VMware, Microsoft Hyper-V

· Cloud Services: Azure, Office 365, and AWS

· Storage, backup and archiving appliances and systems

· Design, deployment, upgrade, and decommission of Windows services, including Active Directory

This role is focused on networking solutions, The individual will design, lead and manage projects that may include:

· Deploying wired and wireless designs for small to mid-sized clients

· Reviewing existing infrastructure for weaknesses and making appropriate recommendations

· Participating in the construction and deployment of small to large data center and campus environments

· Deploying network monitoring tools and solutions, both for one-off testing and permanent deployments

· Documenting existing environments for existing client or for scoping

· Migration of layer 2 and 3 networking from one vendor to another

· Network security remediation projects

· Working to deploy firewalls or adjust settings for new or existing customers

TECHNICAL SKILLS:

· Solid knowledge of networking at a Network+ or greater level.

· Strong experience with Dell, HP or Cisco networking equipment.

· Working experience with firewalls such as Fortinet, Sonicwall, Watchguard, Sophos or others.

· Working knowledge of storage protocols, including fibre channel and iSCSI.

· Exposure on usage of monitoring tools services/concepts such as SNMP, SSH, WMI, Ping.

· Knowledge or experience in security aspects of network infrastructure.

· Familiarity with hypervisor platforms including Microsoft Hyper-V and VMWare ESX.

· Familiarity with firewall technologies and VPN protocols.

· Exposure to MFA technologies similar to DUO or Microsoft Azure MFA.

· Experience with the Microsoft Windows 2008 -2022 Server platform, networking, Active Directory

· Exposure to e-mail systems including Exchange 2007-2019, Office 365 Cloud & Hybrid configurations.

QUALIFICATIONS:

· Dedication to customer satisfaction and getting it right the first time.

· Demonstrate ability to lead a networking project scoping initiative from a client

· Demonstrate ability to lead a project from start to finish with multiple resources

· Demonstrate ability to explain complex technical concepts to a non-technical audience.

· Strong trouble-shooting skills across a broad and diverse population and environment.

· Demonstrate ability to proactively look for process improvement opportunities, challenge conventional practices, and adopt new methods and best practices. Also focused on continuous self-improvement.

· Demonstrate verbal and written communication skills; ability to communicate with all levels of the organization, clearly and concisely present issues, alternatives, and recommendation(s).

· Strong technical documentation skills, ability to clearly record key information within ticketing and knowledge base systems.

· Appreciation of internal customer business, goals and objectives, strategies, and needs.

· Demonstrate ability to manage and prioritize multiple tasks, aggressive targets and deadlines.

· Demonstrate understanding of priorities and effective work procedures, self-manage work time and prioritize multiple tasks and problems.

EDUACATION AND CERTIFICATIONS:

The successful candidate will hold:

· Associate Degree in Information Technology, Computer Science or Business or an equivalent level of work experience.

· Networking certifications such as:

o Cisco Certified Network Associate (CCNA)

o Cisco Certified Network Professional (CCNP)

o Network+

o Dell Networking Certification

o Fortinet Networking Certification (NSE4 or Higher, or FCP or higher)

o Sophos Networking Certification (AT80 or Higher)

o Sonicwall Networking Certification (SNSP or higher)

· A certificate in a selected networking certifications is required as well as experience. If you have not previously attained any networking certifications, you must pass the required exams within your first 90 days using self-study and on-the-job training.

WORKING CONDITIONS AND PHYSICAL EFFORT:

Being responsive to company/project emergencies and availability after-hours is part of this position. Some out-of-state travel might also be required.

Lifting IT equipment in excess of 50lbs is part of this position

Compensation / Benefits:

- Competitive salary depending on skills and experience.

- Vacation and PTO.

- Employer-paid Health and Dental Insurance for CA employees.

- Great opportunities for career advancement

- 401k with employer matching

- Paid time off to train for continuing education

- Disability and Life Insurance

- Bonuses eligible

About Cyber Advisors:

Cyber Advisors' culture is like no other. First and absolutely foremost, we believe in taking care of our employees and their families. Whether we are blowing off steam at Top Golf, gathering for a fun summer family picnic, or hosting sales –vs- engineering paintball war, we play just as hard as we work. We believe good things come to those who sweat.

Cyber Advisors Inc, (CA) located in Maple Grove, MN, is looking for an experienced Project Engineer - Networking. CA is a Cyber Advisors is a rapidly growing MSP and Cybersecurity Consulting firm that specializes in a very high-quality, customer-focused approach to designing, managing, and maintaining our customer's IT environment. We have invested a tremendous amount of time to develop our technology, processes, and support platform. We are now adding to our team of outstanding individuals to help in our growth. Come grow with us!

You can learn more about us at https://cyberadvisors.com/

SUMMARY:

The Project Engineer – Networking role is a junior to mid-level consulting position within the Cyber Advisors Project Team. This post-sales position is customer-facing and consists of the delivery of business-transformation technology projects, as well as providing consulting services for projects and services. The Project Engineer – Networking role is a responsible and trusted member of the customer’s technology team, relied upon to provide exceptional services and solutions that make a visible and valued contribution to customer goals.

Cyber Advisors Project Engineers deliver technical designs, implementations, and support services. These services may include projects within the following areas:

· Microsoft services: Windows 2012R2-2022, Exchange 2010-2022, SharePoint, SQL

· Local and Wide Area Networks: advanced routing, firewalls, switching, and wireless

· Security services: vulnerability assessments, penetration testing, remediation solutions

· Virtualization: VMware, Microsoft Hyper-V

· Cloud Services: Azure, Office 365, and AWS

· Storage, backup and archiving appliances and systems

· Design, deployment, upgrade, and decommission of Windows services, including Active Directory

This role is focused on networking solutions, The individual will be a resource on projects that may include:

· Deploying wired and wireless designs for small to mid-sized clients

· Reviewing existing infrastructure for weaknesses and making appropriate recommendations

· Participating in the construction and deployment of small to large data center and campus environments

· Deploying network monitoring tools and solutions, both for one-off testing and permanent deployments

· Documenting existing environments for existing client or for scoping

· Migration of layer 2 and 3 networking from one vendor to another

· Network security remediation projects

· Working to deploy firewalls or adjust settings for new or existing customers

TECHNICAL SKILLS:

· Solid knowledge of networking at a Network+ or greater level.

· Strong experience with Dell, HP or Cisco networking equipment.

· Working experience with firewalls such as Fortinet, Sonicwall, Watchguard, Sophos or others.

· Working knowledge of storage protocols, including fibre channel and iSCSI.

· exposure on usage of monitoring tools services/concepts such as SNMP, SSH, WMI, Ping.

· Knowledge or experience in security aspects of network infrastructure.

· Familiarity with hypervisor platforms including Microsoft Hyper-V and VMWare ESX.

· Familiarity with firewall technologies and VPN protocols.

· Experience with the Microsoft Windows 2008 -2019 Server platform, networking, Active Directory

· Exposure to MFA technologies similar to DUO or Microsoft Azure MFA.

QUALIFICATIONS:

· Dedication to customer satisfaction and getting it right the first time.

· Demonstrate ability to explain complex technical concepts to a non-technical audience.

· Strong trouble-shooting skills across a broad and diverse population and environment.

· Demonstrate ability to proactively look for process improvement opportunities, challenge conventional practices, and adopt new methods and best practices. Also focused on continuous self-improvement.

· Demonstrate verbal and written communication skills; ability to communicate with all levels of the organization, clearly and concisely present issues, alternatives, and recommendation(s).

· Strong technical documentation skills, ability to clearly record key information within ticketing and knowledge base systems.

· Appreciation of internal customer business, goals and objectives, strategies, and needs.

· Demonstrate ability to manage and prioritize multiple tasks, aggressive targets and deadlines.

· Demonstrate understanding of priorities and effective work procedures, self-manage work time and prioritize multiple tasks and problems.

EDUACATION AND CERTIFICATIONS:

The successful candidate will hold:

· Associate Degree in Information Technology, Computer Science or Business or an equivalent level of work experience.

· Networking certifications such as:

o Cisco Certified Network Associate (CCNA)

o Cisco Certified Network Professional (CCNP)

o Network+
o Dell Networking Certification

o Fortinet Networking Certification (NSE4 or Higher, or FCP or higher)

o Sophos Networking Certification (AT80 or Higher)

o Sonicwall Networking Certification (SNSP or higher)

· A certificate in a selected networking certifications is required as well as experience. If you have not previously attained any networking certifications, you must pass the required exams within your first 90 days using self-study and on-the-job training.

WORKING CONDITIONS AND PHYSICAL EFFORT:

Being responsive to company/project emergencies and availability after-hours is part of this position. Some out-of-state travel might also be required.

Lifting IT equipment in excess of 50lbs is part of this position

Compensation / Benefits:

- Competitive salary depending on skills and experience.

- Vacation and PTO.

- Employer-paid Health and Dental Insurance for CA employees.

- Great opportunities for career advancement

- 401k with employer matching

- Paid time off to train for continuing education

- Disability and Life Insurance

- Bonuses eligible

About Cyber Advisors:

Cyber Advisors' culture is like no other. First and absolutely foremost, we believe in taking care of our employees and their families. Whether we are blowing off steam at Top Golf, gathering for a fun summer family picnic, or hosting sales –vs- engineering paintball war, we play just as hard as we work. We believe good things come to those who sweat.