System Support Analyst

Advanced Operations Partners; San Francisco (CA); On-site; USD 75,000 - 100,000; Full time

Job summary

Advanced Operations Partners is seeking a seasoned Support Analyst to act as a trusted technical advisor for clients in a fast-paced MSP environment. You will own complex problem-solving, drive proactive IT maintenance, and deliver exceptional client experiences.

You will diagnose issues, engage with clients to understand environments, manage routine maintenance, and implement security controls to protect data and infrastructure. Occasional travel and after-hours coverage may be required.

Qualifications

• 3–5+ years in IT consulting or similar role.
• MSP experience preferred.
• Strong client-facing communication and problem-solving skills.

Responsibilities

• Diagnose and resolve complex hardware and software issues; escalate strategically and document thoroughly.
• Engage directly with clients to understand environments and communicate clearly throughout engagements.
• Manage routine maintenance: updates, patch management, and system optimizations across client environments.
• Evaluate emerging technologies and recommend improvements for client systems and operations.
• Implement security controls (firewalls, encryption, access management) to protect data and infrastructure.
• Ensure compliance with industry regulations and standards.
• Maintain detailed documentation of client environments, configurations, and procedures.
• Mentor and collaborate with teammates to share knowledge.

Skills

Network infrastructure

Virtualization

Cloud technologies

Cybersecurity

Windows

macOS

Ticket management

MSP experience

Job description

We're looking for a seasoned Support Analyst to serve as a trusted technical advisor to our clients. You'll own complex problem-solving, drive proactive IT maintenance, and deliver a consistently exceptional client experience — all within a fast-paced MSP environment.

This is a client-facing, hands-on role for someone who thrives on variety, takes ownership, and wants to work with a collaborative team that values both technical depth and communication skills.

Role Description

• Diagnose and resolve complex hardware and software issues; escalation strategically and document thoroughly
• Engage directly with clients to understand their environments, analyze challenges, and maintain clear communication throughout every engagement
• Manage routine maintenance — updates, patch management, and system optimizations — across diverse client environments
• Evaluate emerging technologies and recommend solutions that improve client systems and operations
• Implement security controls — firewalls, encryption, access management — to protect client data and infrastructure
• Ensure compliance with relevant industry regulations and standards
• Maintain detailed documentation of client environments, configurations, and procedures
• Mentor and collaborate with teammates to share knowledge and elevate the team

Role Requirements

Experience

• 3–5+ years in IT consulting, systems administration, or a comparable role
• MSP experience strongly preferred

Technical Skills

• Solid grounding in network infrastructure, virtualization, cloud technologies, and cybersecurity
• Systems administration proficiency: Windows and macOS
• Comfortable managing multiple concurrent tickets and priorities

Soft Skills

• Strong client-facing presence with a customer-first mindset
• Clear communicator — written and verbal
• Detail-oriented with a high bar for quality
• Effective both independently and in team settings
• Occasional travel to client sites required
• On-call or after-hours availability may be needed on a rotating basis
• Commitment to ongoing training and professional development