Tier II Analyst

Sparkhound • Baton Rouge, LA

387d

About The Position

As a Tier II Analyst at Sparkhound, LLC, you will provide both on-site and remote support for various Tier II technical issues for clients in Baton Rouge, LA. This role emphasizes exceptional customer service and problem-solving skills to ensure a positive customer experience while supporting an enterprise-level client. Analysts in this position will engage with clients at various technical levels, addressing incidents and requests with professionalism and efficiency.

Requirements

• Associate or bachelor's degree in IT or related technical field.
• 3-5+ years professional IT job experience.
• Experience with a Managed Service Provider (MSP).
• Experience in network / IT systems and troubleshooting steps.
• 1+ years professional experience in any relevant team setting.
• Ability to understand Managed Services reporting.
• 1+ years professional experience managing Virtual Data Center environments.
• 1+ years professional experience managing network resources for Palo Alto firewalls, Cisco routers, and Ruckus switches.
• Strong client support focus and a do-whatever-it-takes attitude.
• Knowledge of fundamental concepts of customer service and root cause analysis of client problems.
• Proficient in information technology regarding both hardware and software.
• Proficient with Microsoft desktop operating systems (Windows 10 and 11).
• Experience with Microsoft server operating systems (Server 2016, 2019, and 2022).
• Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions.
• Understanding of file security management, shared drives, network drives, and their security permissions.
• Experience with Microsoft 365, Exchange Online, OneDrive, EntraID.
• Experience assisting users over the phone to resolve technical issues.
• Remote PC technical support experience.

Nice To Haves

• ITIL Certification
• Microsoft Certifications
• Cisco, Fortinet, Meraki, or other Network systems certifications
• Experience with Computer Aided Dispatch and Axon Camera software
• CompTIA A+ Certification
• HDI - Desktop Support Technician Certification
• Team leadership or mentoring experience
• Hands-on experience with ConnectWise Manage and n-Able by nCentral
• Hands-on experience with Microsoft Intune and VDI.

Responsibilities

• Provide on-site support for end users and resolve issues.
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
• Provide phone support and issue escalation as necessary.
• Handle incidents and requests with a courteous and professional attitude.
• Communicate promptly on the progress of incidents and requests.
• Perform system changes adhering to organizational policies.
• Log all incidents and requests into one or more ticket entry systems.
• Maintain technical documentation in association with Support Team members.
• Conduct remote desktop troubleshooting for end-users.
• Set up and test desktop computer peripherals.
• Perform IT infrastructure analysis and remediation.
• Support daily technical support activities for desktop, data, network, and server management.
• Participate in regular On-Call rotation.
• Perform other related duties as required and assigned.
• Identify requests that require projects, new services or a potential upgrade and escalate these opportunities in a timely manner.
• Occasionally perform as project contributor role.
• Follow best practices as defined by vendor, manufacturer, or Sparkhound defined processes.

Benefits

• Competitive salary
• Opportunities for professional development
• Flexible work environment
• Health insurance options
• Retirement savings plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree
• Number of Employees: 11-50 employees