IT Tech Support - Tier 2 NOC Analyst
About The Position
Effortless Office is a Hybrid Managed Services Provider that delivers and supports secure cloud solutions and managed IT and network services. The Tier 2 NOC Analyst monitors client environments using RMM, monitoring, and alerting tools; responds to after-hours incidents and service requests; and provides escalation support to Service Delivery Teams. The role includes troubleshooting, root cause analysis, following and contributing to Knowledge Base documentation, and working independently during non-business hours. The position is remote and scheduled Tuesday through Saturday, 7:00 pm to 4:00 am Pacific. It is eligible for monthly bonuses and includes participation in a rotating 24/7 on-call schedule. Effortless Office describes a collaborative culture in which senior leadership invests in employees, encourages staff input, and supports learning and continuous improvement. The company emphasizes service, communication, customer perspective, efficiency, passion, reliability, merit, and inclusion. It is an equal opportunity employer committed to Diversity, Inclusion & Belonging.
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 Net+ or CCNA.
- Excellent interpersonal skills and the ability to work well with people as well as computers.
- An attitude comfortable with not knowing an answer while remaining confident in the ability to figure it out.
- Experience providing phone support and strong awareness of positive phone etiquette.
- Experience with help desk ticketing systems, including responding to, assigning, closing, and following up on help desk request 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 a rotation schedule.
Nice To Haves
- A degree is preferred.
- Preferred certifications: VMware Certified Professional (VCP) and Microsoft 365 Certified: Administrator Expert.
- Experience with RMM systems, preferably Kaseya.
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 after-hours service requests, incidents, and changes.
- 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 Knowledge Base articles.
- Execute scripts, tools, and diagnostics as needed to resolve alerts.
- Update tickets, shift handoff notes, and Knowledge Base articles with resolution steps and improvements.
- Participate in recurring reviews to improve alert accuracy and triage processes.
Benefits
- Monthly bonuses; the position is eligible for them.
- Health insurance.
- Dental insurance.
- Vision insurance.
- 401(k) with employer match.
- Paid time off and holidays.
- Opportunities for career growth and development.
- Formal and structured mentorship.
- Training and certification support.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
