IT Tech Support - Tier 2 Analyst (Hybrid)
About The Position
The Tier 2 Support Analyst serves as high-level support for escalated complex issues in areas including: hardware, application support, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. Tier 2s also serve as leaders on their team by providing mentorship and training to Tier 1 Analysts, managing ticket workflows, assigning tickets, and developing KBs. It is paramount that this role is passionate about providing quality support for end users, is tenacious in finding solutions, loves teaching others, and cares about creating clear documentation and SOPs.
Requirements
- High School diploma or equivalent (Degree preferred)
- 3-7 Years of IT, Help Desk and/or MSP experience
- Required Certifications: MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA
- Excellent inter-personal skills; as good with people as you are with computers
- Undefeatable attitude: being okay with not knowing the answer, yet confident in ability to figure it out
- Experience providing phone support; with strong awareness of positive phone etiquette
- Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets)
- Experience with networking and managing/configuring servers
- Experience with Office 365 administration, Azure AD, and VMWare
- Experience with Group Policy
- Experience with DNS (both public and private)
- Experience with RMM (Remote Management & Monitoring) systems (preferably Kaseya)
- Ability to provide 24/7 on-call support during rotation schedule
Nice To Haves
- Preferred Certifications: VMware Certified Professional (VCP) and Microsoft 365 Certified: Administrator Expert
Responsibilities
- Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system.
- Respond to and resolve escalated service tickets from Tier 1 analysts in a timely manner.
- Troubleshoot and resolve technical issues related to hardware, software, network connectivity, and peripherals.
- Perform root cause analysis for recurring incidents and suggest process or technical improvements.
- Maintain thorough documentation of incidents, actions taken, and resolutions in the ticketing system (e.g., ConnectWise, Autotask).
- Collaborate with Tier 3 and project teams for infrastructure upgrades, deployments, and client onboarding.
- Maintain SLAs and ensure high customer satisfaction through professional communication and follow-up.
- Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions for future reference.
- Contribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips.
Benefits
- Health, dental, and vision insurance
- 401K + employer match
- Paid time off and holidays
- Opportunities for career growth and development
- Formal and structured mentorship
- Training and certification support
- This position is eligible for monthly bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
