Technical Support Analyst

Valiant is looking for a new Service Analyst with a strong background in network troubleshooting and infrastructure support. This role is suited for an experienced engineer who can confidently handle network escalations while supporting overall client environments in an MSP setting. The Service Analyst manages and resolves all assigned and escalated tickets across the entire Valiant client base out of the Valiant Support Systems.

The analyst processes incoming client requests and tickets via phones and emails to the Valiant Ticketing system. They are responsible for ensuring all tickets are closed in an efficient, timely manner, while keeping the client and their fellow co-workers informed as needed. Proper communication and documentation are vital to the success of the Support Analyst. The majority of the time all work can be remote using RMM tools. However, at times the analyst will be required to go onsite to complete a service request.

This individual is someone who should be engaged and open minded to continued learning. We’re looking for someone who enjoys the fast paced, ever changing landscape of the IT world.

The ideal candidate will need to be comfortable working both collaboratively and independently on a wide array of client reported issues. Good communication skills are vital as the role requires interactions with both customers and teammates via phone, email, tickets and chat. A strong attention to detail is needed as time tracking and documentation are vital to the success of the individual.

What You’ll Do

• Troubleshoot and resolve network-related issues (firewalls, switching, wireless, VPN)
• Serve as an escalation point for more complex technical issues from Level 1
• Support full client environments, including: Workstations (Windows & macOS), User connectivity and performance issues, and Microsoft 365 and Google Enterprise Services
• Independently resolve a wide range of non-network tickets, including workstation, server, and email-related issues, with strong ownership and follow-through
• Contribute to network deployments, upgrades, and office moves
• Maintain clear documentation and communicate effectively with clients

Do you have experience in Sonicwall?, * 3-5+ years of experience in an MSP or similar client-facing IT environment

• Strong, hands-on networking experience:
• TCP/IP, DNS, DHCP
• Firewalls (SonicWall, Meraki)
• VLANs, switching, and wireless networking
• VPN configuration and troubleshooting
• Demonstrated ability to own issues end-to-end, not just escalate
• Comfortable working across both network infrastructure and end-user systems
• Strong communication skills and client-facing presence, * Customer service: 3 years (Preferred)

Pulled from the full job description

• Referral program
• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Compensation Package:

• Bonus opportunities

Valiant Technology is the award-winning managed IT services provider specializing in secure and scalable solutions for creative industries across the United States.

We do more than tech support. Our team works with businesses at all levels to understand their unique challenges and implement people-first solutions, best practices, and training to protect their business and help it grow.