Systems Analyst – Tier 2

Noventech, Inc.•Lombard, IL

1d•$70,000 - $90,000•Onsite

About The Position

Noventech is seeking a Systems Analyst to join our growing Managed Services team in Lombard, Illinois. This Tier 2 position is ideal for an IT professional who has experience resolving technical issues beyond the helpdesk level and is ready to take greater ownership of escalated tickets and client projects. You will work with a variety of client environments, including Microsoft 365, Windows Server, networking equipment, firewalls, cloud services, and business applications. You will receive escalated issues from our Tier 1 team, troubleshoot more complex technical problems, assist with client onboarding and infrastructure projects, and collaborate with senior engineers when advanced expertise is required. This role offers a great deal of variety and is well suited for someone who enjoys solving problems, working directly with clients, and continuing to expand their technical skills.

Requirements

At least three years of professional IT support experience.
Experience working for a Managed Service Provider is strongly preferred.
Hands-on experience supporting Microsoft 365 and Windows desktop environments.
Experience administering or troubleshooting Windows Server, Active Directory, Group Policy, DNS, DHCP, and file permissions.
Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VLANs, switches, wireless networks, firewalls, and VPNs.
Ability to methodically diagnose technical problems and determine an appropriate resolution.
Experience working in a ticketing system and documenting technical work.
Ability to manage multiple tickets and project responsibilities while maintaining appropriate follow-up.
Strong written and verbal communication skills.
A customer-service mindset and empathy for users experiencing technical problems.
Ability to work independently while also collaborating with Tier 1 technicians, project teams, and senior engineers.
Organized, dependable, and accountable for assigned tickets and tasks.
Willingness to research unfamiliar issues and learn new technologies.
Good judgment regarding when to continue troubleshooting and when to request assistance.
Interest in building a long-term career in managed IT services.

Nice To Haves

Experience with Microsoft Entra ID and Microsoft Intune
Experience with Hyper-V, VMware, or other virtualization platforms
Experience with Microsoft 365 migrations
Experience with Server migrations and operating-system upgrades
Experience with Firewalls, managed switches, and wireless networks
Experience with Remote monitoring and management tools
Experience with Endpoint detection and response platforms
Experience with Backup and disaster-recovery systems
Experience with Managed Service Provider tools and processes

Responsibilities

Take ownership of escalated tickets from Tier 1 technicians and work them through resolution.
Troubleshoot issues involving desktops, laptops, servers, networks, Microsoft 365, and business applications.
Diagnose and resolve problems involving Windows Server, Active Directory, Group Policy, DNS, DHCP, file permissions, printing, and related Microsoft technologies.
Troubleshoot network connectivity issues involving switches, wireless networks, VLANs, firewalls, internet connections, and site-to-site connectivity.
Configure and support remote-access technologies, including VPNs and Remote Desktop Services.
Identify when an issue requires escalation to a senior engineer and provide clear documentation of the troubleshooting already completed.
Provide guidance to Tier 1 technicians and help them develop their troubleshooting skills.
Participate in client onboarding projects, including technical discovery, documentation, software deployment, system standardization, and remediation of identified issues.
Assist with server migrations, server replacements, operating-system upgrades, and infrastructure improvements.
Support Microsoft 365 migrations and related identity, email, and security projects.
Configure and deploy desktops, laptops, servers, networking equipment, and other client technology.
Complete smaller projects independently and assist senior engineers with larger or more complex implementations.
Coordinate project tasks with clients, vendors, and other members of the Noventech team.
Verify that completed work is tested, documented, and successfully transitioned to ongoing support.
Communicate with clients in a friendly, professional, and understandable manner.
Provide timely updates regarding ticket status, project progress, next steps, and expected resolution.
Translate technical issues into explanations that make sense to non-technical users.
Set appropriate expectations and follow through on commitments.
Maintain a calm and helpful approach when clients are experiencing stressful or disruptive technology issues.
Maintain accurate and complete ticket notes, including troubleshooting steps, findings, resolutions, and time entries.
Create and update technical documentation for client systems, networks, applications, and procedures.
Document repeatable solutions that can be used by Tier 1 technicians and other members of the team.
Follow Noventech’s technical standards, security practices, and established processes.
Identify recurring issues and recommend improvements that may prevent future problems.