IT Tech Support - Tier 2 Analyst
About The Position
Effortless Office is a Hybrid Managed Services Provider that delivers and supports secure cloud solutions, managed IT, and network services. The Tier 2 Support Analyst provides high-level support for escalated and complex issues involving hardware, applications, networking, network printing, audio/video, VoIP, Active Directory, Windows Server operating systems, and VMware. The role also provides leadership to Tier 1 Analysts through mentorship and training, ticket workflow management and assignment, and knowledge-base development. The position emphasizes quality end-user support, persistent problem-solving, clear documentation, and creating standard operating procedures. This is a remote position with a Monday–Friday schedule from 8:00 a.m. to 5:00 p.m. Pacific. After a 90-day probation period, the analyst participates in a 24/7 on-call rotation running Friday to Friday as needed, approximately once every six weeks. The position is eligible for monthly bonuses.
Requirements
- High school diploma or equivalent.
- 3–7 years of IT, help desk, and/or MSP experience.
- Required certifications: MS-102: Microsoft 365 Administrator and CompTIA Network+ or CCNA.
- Strong interpersonal skills and ability to work well with people as well as computers.
- A persistent, solution-oriented attitude, with confidence in the ability to find answers when initially uncertain.
- Experience providing phone support and strong awareness of positive phone etiquette.
- Experience using help desk ticketing systems to respond to, assign, close, and follow up on tickets.
- Experience with networking and managing or configuring servers.
- Experience with Office 365 administration, Azure AD, and VMware.
- Experience with Group Policy.
- Experience with public and private DNS.
- Ability to provide 24/7 on-call support during the rotation schedule.
Nice To Haves
- A degree.
- VMware Certified Professional (VCP) certification.
- Microsoft 365 Certified: Administrator Expert certification.
- Experience with RMM (Remote Management & Monitoring) systems, preferably Kaseya.
Responsibilities
- Provide prompt and appropriate support to clients experiencing technical issues by phone, email, or ticketing system.
- Respond to and resolve escalated service tickets from Tier 1 Analysts in a timely manner.
- Troubleshoot and resolve issues involving hardware, software, network connectivity, and peripherals.
- Perform root cause analysis for recurring incidents and suggest process or technical improvements.
- Document incidents, actions taken, and resolutions thoroughly in the ticketing system.
- Collaborate with Tier 3 and project teams on infrastructure upgrades, deployments, and client onboarding.
- Maintain service-level agreements and customer satisfaction through professional communication and follow-up.
- Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions.
- Contribute to and maintain the internal knowledge base, including solutions and troubleshooting tips.
- Mentor and train Tier 1 Analysts, manage ticket workflows, assign tickets, and develop knowledge-base articles.
Benefits
- Monthly bonuses
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) with employer match
- Paid time off and holidays
- Career growth and development opportunities
- Formal and structured mentorship
- Training and certification support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
