System Analyst

Position Summary

A System Analyst is a skilled technician who can act as the first point of contact for their end-users to resolve or escalate issues related to desktop hardware, software, network, and others when a request is raised through phone calls, emails, or chats. The System Administrator has strong communication and customer service skills and can troubleshoot end-user support issues quickly. This role focuses on the initial intake, categorization, and assignment of incidents and alerts in a fast-paced Network Operations Center (NOC) environment.

Education and Qualification

Required

• Bachelor's degree in project management, Business, IT, Engineering, or related field
• 3+ years of project management experience (industry-specific experience a plus)
• Familiarity with ITIL concepts (especially Incident Management).
• Experience with monitoring tools (e.g., N-central, Nagios, SolarWinds, PRTG).
• Hands-on with ticketing systems (HaloPSA, ServiceNow, ConnectWise, etc.).
• Strong attention to detail and ability to work under pressure.
• Clear communication and documentation skills.

Preferred

Preferred Certifications:

• ITIL V4 Certification
• Any Microsoft Certification or CCNA

Soft Skills:

• Strong interpersonal and team collaboration skills
• High attention to detail and quality
• Ability to thrive in a fast-paced, deadline-driven environment
• Adaptability and a proactive mindset

Responsibilities

1. Incident Intake and Initial Assessment

• Monitor multiple alerting systems, ticketing tools, and dashboards for new incidents and service degradation.
• Validate the authenticity and severity of alerts based on available information.
• Perform basic checks and initial investigation (ping test, service check, RDP attempt, etc.) to confirm issue before escalating.

1. Categorization and Prioritization

• Accurately categorize, prioritize, and assign incidents based on SLA, impact, and urgency.
• Tag alerts/tickets with the correct service category and client/environment details.
• Flag potential false positives and handle them according to standard procedures.

1. Escalation and Routing

• Route tickets to the appropriate support tier (L1/L2/L3), vendor, or resolver group promptly.
• Follow escalation protocols for high-priority (P1/P2) issues, including paging on-call staff if required.
• Communicate clearly and concisely with technical teams during handoffs.

1. Documentation and Ticket Quality

• Ensure tickets are fully documented with clear issue description, timestamps, initial actions taken, and observations.
• Attach logs, screenshots, or other evidence to aid in faster resolution.
• Update tickets with status changes and escalate any delays in resolution.

1. Monitoring and Tools Management

• Continuously monitor key systems (e.g., RMM, SIEM, N-central, SolarWinds, PRTG, etc.) for critical alerts.
• Acknowledge, suppress, or escalate alerts based on triage playbooks and severity.
• Report tool anomalies or gaps in alerting logic to engineering or tooling team.

1. Communication and Coordination

• Coordinate with internal teams, field engineers, and service desk for updates or verifications.
• Notify triage lead or incident manager in case of recurring or widespread issues.
• Communicate incident status to stakeholders when required, especially during major outages.

1. Process Adherence and Continuous Improvement

• Follow NOC SOPs and triage workflows strictly to ensure standardization.
• Participate in triage quality reviews and provide feedback for improving alert handling.

Our Culture and You

What does the day in life look like for System Analyst? You come to work each day in an environment that promotes a community of collaboration and engagement. You work closely with a passionate and positive leadership team that is invested in your success. We work hard and have fun while dreaming big. Our employees have indicated that with IT by Design, they will find a home where their passion and career goals finally intersect for them to live a life full of purpose.

Why work with us – IT BY DESIGN

IT By Design is a leading provider of comprehensive IT solutions, specializing in managed services, cloud solutions, cybersecurity, and more. Headquartered in the US with global teams in the Philippines and India, we focus on innovation, collaboration, and customer-centricity. We are dedicated to empowering businesses with cutting-edge technology solutions. Creating a team of life-long learners and with an employee-first approach, we offer a dynamic and collaborative work atmosphere which fosters a big, small company feel. We place emphasis on building meaningful relationships leading to a people/community-focused environment. And through our dedication to our clients, there is a huge value in adding to others' lives.

Our Core Values

Humility: We approach every interaction with openness and respect, valuing the perspectives of others.

Accountability: We take ownership of our actions and outcomes, ensuring reliability and trustworthiness in all that we do.

Positivity: We maintain an optimistic and enthusiastic attitude, inspiring others and fostering a supportive work environment.

Passion: We are deeply committed to our work, driven by a genuine enthusiasm for making a difference and delivering exceptional results.

Your community: We prioritize the well-being and success of our community, contributing positively to the lives of those around us.