About AvePoint:

Beyond Secure. AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit www.avepoint.com.

At AvePoint, we are committed to investing in our people: we believe agility, passion and teamwork sets us up to do our best work and fosters a culture where you feel empowered to take initiative, learn from others and craft your career with the intention to unleash the power of you!

About the Position:

As a Senior Service Desk Analyst, you will be working directly with AvePoint's partner, FSI Strategies, in helping clients leverage Microsoft Technologies to achieve more. You will serve as the escalation point for advanced technical issues, providing mentorship to Analysts on efficient resolution steps. Your role includes handling priority tickets from sensitive clients, performing advanced infrastructure and server troubleshooting, and configuring VPNs. You will also manage SharePoint site creation, Microsoft Teams administration, and server application troubleshooting. Additionally, you will create SOP guides, assist with engineering projects, support complex client requests, and help onboard new clients, while recommending hardware solutions as needed.

Key Responsibilities:

Escalation point for advanced tickets Mentors Analysts for escalated tickets and shows the most efficient steps to resolution Priority tickets submitted by a sensitive client or white glove user Advanced infrastructure and server troubleshooting VPN configuration and troubleshooting SharePoint site creation and permission delegation Microsoft Teams administration and troubleshooting Server application troubleshooting SOP guide creation Track your time for every minute spent on a ticket Assist Engineering team with project completion Assist Account Management with more complex client requests Assist with on-boarding of new clients Client hardware recommendations as needed

Other Skills and Qualifications:

Must have more than 4years of relevant years of experience Able to provide resolution suggestions in escalation channel and in person Created SOP’s for staff to reference Able to mentor and create a positive environment for all Service Desk at FSi Strategies Acknowledges and adheres to all FSi security and client confidentiality training Assistance in creation of content development (Blog, podcast)

 

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drive our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities. 

 

Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.