SRE Analyst
- Supervise, coach, and develop service desk technicians. Conduct performance reviews, foster accountability, and drive measurable reductions in escalation rates over time.
- Act as escalation point for complex technical issues beyond Tier 1 and Tier 2, performing root cause analysis and driving permanent fixes to reduce incident recurrence.
- Coordinate and lead response to high-priority incidents (P1/P2), ensuring timely communication to stakeholders and documented post-incident review.
- Lead daily Service Desk operations, managing ticket queues and ensuring SLA compliance.
- Prioritize incidents and requests based on business impact, including support for field technicians.
- Own overall Service Desk performance, including SLA delivery, user satisfaction (CSAT), and operational efficiency.
- Establish and own service desk KPIs—including MTTR, First Contact Resolution Rate, SLA adherence, escalation rate, and SOP coverage—reporting performance to the Manager, SRE on a regular cadence.
- Develop and deliver dashboards and reports that provide visibility into service desk performance, ticket trends, and KPI status.
- Optimize ITSM processes, including incident, request, and escalation workflows.
- Improve ticketing system configuration, categorization, and routing.
- Identify and implement automation opportunities to reduce manual effort, ticket volume, and operational toil.
- Develop, maintain, and continuously improve SOP documentation, runbooks, and knowledge base articles, ensuring operational knowledge is scalable and transferable across the team.
- Perform advanced troubleshooting across endpoints, identity, network, and cloud environments.Provide and oversee technical support for company devices and systems, ensuring minimal disruption to operations.
- Manage and administer ticketing, EDR, IAM, and other applications required for daily operations, ensuring configurations support both service delivery and security posture.
- Plan and execute system updates, patches, and upgrades, tracking change failure rate to minimize disruption.
- Support onboarding, offboarding, and access management processes.
- Maintain and support IT asset inventory and lifecycle management.
- Collaborate with SRE, Security, and Infrastructure teams to resolve escalations and improve reliability.
- Ensure strong communication with end-users, delivering a high-quality support experience and identifying opportunities to streamline recurring requests.
- Provide end-users with training on company hardware, software, and self-service tools to reduce ticket volume and improve first-contact resolution.
- Drive regular conversations with business and technical stakeholders to assess risk, communicate service health, and ensure operational insights are acted upon.
- Support organizational growth by scaling service desk processes, tooling, and team capabilities to meet expanding business requirements.
- Prolonged periods of sitting and working at a computer, including reviewing reports, safety data, and compliance documentation
- Frequent use of hands and fingers to operate a computer, keyboard, and standard office equipment
- Ability to communicate effectively across multiple platforms, including phone, video conferencing, and written communication with employees at all levels of the organization
- Ability to analyze complex information, interpret safety regulations, and make strategic decisions
- Ability to manage multiple priorities, lead initiatives, and respond to time-sensitive matters in a remote environment
- Occasional travel to field sites, offices, or project locations, which may involve exposure to outdoor conditions, active job sites, and standard safety requirements
- Ability to lift and carry materials up to 15 pounds, if necessary
- 100% paid employee premium on health benefits; additional dependents at low costs and great plans for Health, Dental, Vision, FSA or HSA
- Wellbeing and Employee Assistance
- Perks at Work Marketplace for discounts on gym memberships, classes, tech, vacations, tickets, and more
- Family Building and Adoption Assistance Programs
- Learning & Development Opportunities
- Discounted Life & Disability Insurance
QE Solar accepts resumes only from contracted recruiting agencies with formal service agreements. Please do not send unsolicited resumes or outreach emails to our QE Solar employees, hiring managers, or team members without expressed consent or contract for services. QE Solar is not responsible for any fees or charges associated with unsolicited resumes or services.