Support Analyst II

www.exigotechnology.com•St. George, LA

About The Position

The Support Analyst II provides intermediate technical support within Exigo’s managed services division and serves as an escalation resource for Tier 1 support teams. The role assists front-line analysts and works directly with client IT contacts and end users to diagnose, troubleshoot, document, resolve, and escalate technical issues involving user accounts, endpoints, Microsoft 365, common business applications, remote access, cloud services, basic infrastructure, and network connectivity. The position requires customer focus, analytical ability, dependability, organization, clear communication, thorough research, and the ability to manage multiple priorities while maintaining ownership of tickets through resolution or formal escalation. The analyst determines troubleshooting steps, ticket update cadence, priority recommendations, escalation timing, and customer communications for assigned issues. The role also contributes to process improvement, documentation, and customer satisfaction. The work environment may be hybrid, remote, in-office, or onsite at customer locations, depending on customer and business needs. Occasional onsite support may be required. Participation in an ongoing rotational after-hours on-call role is required, and weekend or holiday support may be needed. Other duties may be assigned as customer needs change.

Requirements

Minimum two years of college or equivalent work experience preferred.
Prior IT support, service desk, desktop support, technical support, managed services, or escalation support experience preferred.
Professional presentation and phone manner, customer service skills, and ability to communicate clearly with technical and non-technical users.
Basic understanding of network environments and how applications function within them.
Understanding of Windows desktop administration and basic macOS support.
Basic understanding of WAN, LAN, TCP/IP, Wi-Fi, VPN, firewall, DNS, DHCP, and remote access concepts.
Experience with Microsoft 365, Exchange Online, Outlook, Teams, Active Directory, password resets, user account changes, file share access, printers, and common desktop applications.
Ability to research problems thoroughly, manage multiple assignments, document work accurately, and maintain ticket ownership through resolution or formal escalation.
Ability to participate in an ongoing rotational after-hours on-call role; after-hours, weekend, or holiday support may be required.
Flexibility to take on other duties as assigned and support changing customer needs.

Nice To Haves

Experience with remote support tools, monitoring tools, endpoint management tools, or RMM platforms such as ConnectWise Automate, SolarWinds, SCCM, Intune, or similar tools.
Microsoft, CompTIA, Fortinet, or endpoint administration certification; preferred but not required.
Experience in a Managed Services Provider environment.
Experience with ticketing systems, SLAs, escalation procedures, change control, customer service metrics, and service delivery documentation.
Experience with Microsoft 365 administration, Google Workspace administration, endpoint security, antivirus tools, and remote access tools.
Some telecommunications or IP telephony experience.
Minimum two years of college or equivalent work experience.

Responsibilities

Identify, isolate, troubleshoot, and resolve Level 1 and Level 2 IT-related issues.
Assist Tier 1 support teams with user tickets and provide direct support to client IT teams when required.
Log, categorize, prioritize, update, and track customer requests in the approved ticketing platform.
Escalate problems to Tier 2, Tier 3, internal engineering teams, outside vendors, or client IT resources when additional expertise or authority is required.
Follow up on assigned requests in accordance with SLAs and internal service delivery expectations.
Monitor Service Desk queues for correct logging, clear documentation, appropriate prioritization, and timely handling.
Provide intermediate support for Microsoft productivity applications and related Microsoft 365 applications, Windows 11, basic macOS administration, desktop applications, antivirus/security tools, and remote support utilities.
Provide first-level hardware support for servers, laptops, desktops, tablets, mobile phones, printers, and peripheral devices.
Troubleshoot user profiles, mapped drives, file share access, print queues, remote access, browsers, application access, and common endpoint problems.
Analyze and, when appropriate, reproduce reported issues; document reproduction, troubleshooting, and resolution steps.
Administer user accounts, including creating, disabling, or deleting accounts and supporting account changes according to established procedures.
Administer user profiles and approved group, file share, mailbox, remote access, and application access.
Administer passwords, including temporary password assignment and resets in accordance with security standards.
Provide second-level support for Microsoft Exchange, Microsoft 365, and Google Workspace administration functions, including user creation and password resets under approved procedures.
Document account, access, password, and administrative actions in the ticketing system.
Use remote support, monitoring, and endpoint management tools to investigate and resolve issues.
Monitor server and application availability and alert internal teams or service providers to critical conditions requiring immediate resolution.
Provide first-level support for firewall, antivirus, endpoint security, and virus management issues.
Perform basic troubleshooting of WAN, LAN, TCP/IP, Wi-Fi, VPN, DNS, DHCP, firewall, router, printing, and remote access issues before escalation.
Maintain awareness of telecommunications and IP telephony concepts where applicable.
Research technical problems and communicate findings, solutions, and next steps accurately and consistently in writing.
Maintain professional, clear, and accurate ticket notes, customer updates, internal documentation, and technical findings.
Create or improve knowledge base articles, internal procedures, customer-specific notes, and troubleshooting guides for recurring issues.
Maintain effective working relationships and communications with customers, internal teams, and vendors.
Manage multiple assignments while maintaining accuracy, urgency, professionalism, and attention to detail.
Coordinate with the Operations Manager, Service Desk Manager, lead consultant/vCIO, managed services team, vendors, and customer contacts as needed.
Follow established escalation, change control, security, documentation, time entry, and service desk procedures.
Maintain ownership of assigned problems until resolved, escalated, or formally transitioned through the appropriate process.
Participate in an ongoing primary after-hours on-call rotation.
Identify opportunities to improve support processes, ticket quality, documentation, automation, customer satisfaction, and operational efficiency.
Review technical processes and report recommended changes to the Service Desk Manager or Operations Manager.
Escalate calls and tickets when resolution requires additional expertise, access, or authority.