Horizon Internal – provide escalation support to Horizon employees and help to manage Horizon’s internal infrastructure. 

Horizon Clients – escalation support and Subject Matter Expertise to Horizon’s Managed Services Clients’. 

Promote and embody the corporate culture and Horizon’s core values in all interactions. 

Encourage and foster a similar mindset within and across Horizon teams.  

Ensure high-quality customer service is always delivered to Clients, meeting or exceeding Horizon's service standards. 

Data integrity and hygiene is strictly adhered to and any data anomalies are reported, as a ticket, to management to be addressed.  

Adhere to Horizon’s standards regarding accurate time recording. 

Adhere to Horizon’s standards regarding hours of utilization daily and ensure efficient use of time and resources. 

Stay current on Horizon’s technology stack and industry trends. 

Follow processes, procedures, and work instructions to ensure a  consistent Client experience. 

Be available to cover On Call/After Hours rotation coverage shifts on a preset schedule.  

Scheduled hours may vary to ensure Horizon is able to provide required coverage for all supported time zones.  

Other duties as required.  

Respond to escalated tickets (email or phone calls) in a timely manner:  

Review escalated tickets and follow up with the ticket originator with any questions prior to initiating the root cause investigation. 

Investigate and diagnose the root cause of the issue.  

Update the Client ticket consistently throughout investigation and resolution. 

Prioritize escalated tickets based on the severity of the incident.  

Services may be provided remotely and/or onsite. 

Keep comprehensive and accurate ticket notes and time entries as they relate to Client issues and work performed in Client environments.   

Ensure tickets are properly tracked as billable/non-billable.  

Provide expertise as/when required to support internal Horizon and/or Client technology requests. 

Support the MSP Project Lead as a resource for delivery of Professional Services projects and/or Client onboarding as/when required.  

Maintain and install the standard image for Horizon and Client devices.  

Install and configure hardware and software. 

Repair and/or replace equipment as needed.  

Setup new workstations for users (for Horizon and Clients) including deploying equipment, confirming account setup, MFA, etc.) 

KPI targets include:  

Maintaining less than 10 open escalation tickets across the Senior Support Analyst team at any time.  

The average age of open escalation tickets should not exceed 7 days. 

Degree or Diploma in Computer Science, Information Technology, or related field preferred.  

Previous experience in a Senior Support role or similar position is beneficial. 

Exceptional technical acumen, problem-solving and analytical skills. 

Strong network skills such as connectivity, configuration and patching. 

Strong understanding of IT infrastructure and security. 

Excellent communication skills, both written and verbal. 

Genuine customer-centric approach with the ability to thrive in a dynamic and collaborative environment. 

Strong proficiency in troubleshooting hardware and software issues. 

Extensive experience with standard operating systems (Windows, macOS). 

Maintain a professional demeanor, confidentiality, and ethical standards while representing Horizon and interacting with Clients and team members. 

Strong organizational and time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously. 

Ability to work independently and collaboratively with cross-functional teams, including technical and non-technical stakeholders, to achieve Client satisfaction and business objectives. 

Commitment to continuous learning and professional development. 

Microsoft, Fortinet and/or Apple certifications are a benefit. 

Familiarity with the TruMethods MSP methodology is a benefit. 

Must have a valid Drivers License and access to a vehicle for use (mileage expenses will be reimbursed by Horizon).  

Must be able to lift 50lbs.