Technical Analyst

Salary Range: $50,000.00 To $58,000.00 Annually

CloudFirst is a leading managed cloud, cybersecurity, and infrastructure services provider focused on helping midsize enterprises modernize operations, improve resiliency, and accelerate business growth. This is an exciting opportunity for a Technical Analyst to join a growing and scaling organization where your contributions will have a direct impact on the success of the business. You’ll join an engaged, collaborative team of professionals and a values-driven culture that rewards initiative, accountability, and results. CloudFirst offers a comprehensive health benefits package, including a 4% 401(k) company match with immediate vesting and a Flexible Time Off (FTO) program. THIS POSITION IS HYBRID FROM MELVILLE, NY.

About the Role

As a Technical Analyst, you will help maintain reliable service during the Monday through Friday day shift. You will manage support tickets, respond to monitoring alerts, provide live phone support, and coordinate with internal teams to resolve customer issues.

This role suits a technical support professional with system administrator-level experience who can balance ticket, alert, and phone workloads, follow established support processes, and triage issues effectively during the day shift.

Key Responsibilities

Ticket and Incident Management

• Manage support tickets, ensuring timely response and resolution within defined service level agreement (SLA) guidelines.

• Monitor alerting and monitoring systems, such as Zabbix, GrokStream, and SIEM, and respond to infrastructure, system, and service notifications.

• Triage alerts in real time to reduce duplication, noise, and unnecessary escalations.

• Follow established incident, problem, and change processes to ensure consistent service delivery.

• Maintain clear and accurate ticket documentation aligned with ITIL-based service management practices.

• Provide clear ticket handoffs at the end of each shift, including status, severity, and next steps.

Phone Support and Customer Interaction

• Provide live inbound phone support during the Monday through Friday day shift.

• Balance phone responsibilities with active ticket and alert workloads.

• Assist with phone coverage during peak periods to avoid relying on a single team member for inbound calls.

• Escalate complex or high-severity issues appropriately while maintaining ownership through resolution or handoff.

System Administration and Collaboration

• Perform system administrator-level support tasks, including user administration, service troubleshooting, and system health checks.

• Support Level One (L1) team members with escalated or more technically involved issues.

• Coordinate escalations to Engineering, Networking, Backup, or Remote Hands teams, documenting work performed and required follow-up.

• Participate in incident response activities during service-impacting events.

• Collaborate with team members to identify recurring issues, root causes, and opportunities for service improvement.

Required Skills and Experience

• Experience in technical support, IT support, or system administration. MSP or NOC experience is preferred.

• System administrator-level experience with Windows Server; Active Directory users, groups, and basic GPOs; and core networking concepts, including DNS, DHCP, and connectivity troubleshooting.

• Experience administering and supporting Microsoft Azure environments, including virtual machines, networking components, and identity and access management (Azure AD).

• Working knowledge of ITIL-based service management practices, including incident, request, problem, and change management.

• Experience with virtualized environments such as VMware, Hyper-V, or Proxmox.

• Familiarity with backup and recovery tools, including Veeam, Zerto, and AS400-based backup environments.

• Strong written and verbal communication skills, including comfort with phone-based customer support.

• Ability to manage multiple tasks, follow defined processes, and document work clearly.

Preferred Qualifications

• ITIL Foundation certification or equivalent practical experience.

• Basic familiarity with Linux systems, MySQL, or web services (Apache/IIS).

• Exposure to PowerShell or similar scripting tools.

• Prior experience balancing customer phone support, tickets, and monitoring alerts during daytime operations.

• Additional platform, automation, or certification experience is beneficial but not required.

Why This Role Matters

This role provides consistent weekday daytime coverage for support tickets, monitoring alerts, and live phone support. By coordinating timely responses and clear handoffs, the Technical Analyst helps maintain reliable service and reduce operational risk.