IT Tech Support - Tier 2 NOC Analyst

Effortless Office•Las Vegas, NV

2d•$25 - $29•Remote

About The Position

As a Tier 2 NOC Analyst, you will monitor client environments using various RMM, monitoring, and alerting tools, respond to afterhours incidents, and provide escalation support to Service Delivery Teams. You will handle incoming service requests, perform root cause analysis, follow defined Knowledge Base (KB) articles, and contribute to KB documentation. This position requires technical acumen, attention to detail, and the ability to work independently during non-business hours.

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

Monitor dashboards, alerts, and notifications from RMM, SIEM, backup, and other platforms.
Triage, validate, and respond to system, network, and application alerts.
Respond to incoming service requests, incidents, and changes during afterhours.
Prioritize and process tickets according to SLA, impact, and urgency.
Update ticket notes, status, and resolution steps in AutoTask.
Escalate unresolved issues to Tier 3 or on-call teams as necessary.
Communicate incident impact and timelines to internal stakeholders.
Troubleshoot system performance issues, failed backups, service outages, and connectivity problems.
Work with firewalls, servers, network equipment, and cloud platforms under guidance or KBs.
Execute scripts, tools, and diagnostics as needed for alert resolution.
Update tickets, shift handoff notes, and KB articles with resolution steps and improvements.
Participate in recurring reviews to improve alert accuracy and triage processes.