Senior Support Analyst

Are you a seasoned IT professional who thrives on solving complex technical issues, leading knowledge initiatives, and influencing support excellence across the service desk?

ROCK is seeking a Senior Advanced Support Analyst to take ownership of our most challenging support escalations and play a pivotal role in the development of technical documentation and best practices. This role is not only focused on deep technical resolution but also on driving operational maturity through knowledge sharing and incident leadership.

You’ll serve as a key escalation point within the Advanced Support Team (AST), managing high-impact incidents while also acting as a technical liaison for key clients when required.

As a Senior Advanced Support Analyst, you will :

• Resolve Escalated Complex Issues :
  Handle the most advanced technical issues escalated from the AST and other support tiers.
• Act as a Technical Escalation Lead :
  Provide mentorship and support to Advanced Support Analysts on challenging tickets and investigations.
• Manage Major Incidents (MIM) :
  Take ownership of P1 and critical incidents (MIM), coordinating resolution efforts and communicating effectively with stakeholders.
• Serve as a Technical Point of Contact :
  Support key clients as a trusted technical advisor, ensuring high levels of service delivery and issue resolution.
• Contribute to Continuous Improvement :
  Identify technical gaps and propose enhancements in processes, tooling, or client configurations.
• Champion Documentation Standards :
  Set the standard for technical documentation, ensuring consistency, accuracy, and accessibility for all support staff.

• Expert Resolver :
  Address the highest complexity issues with a deep focus on root cause and long-term remediation.
• Incident Commander :
  Guide the response and resolution of high-priority incidents.
• Client Advisor :
  Serve as a technical contact for key client escalations when assigned.

• Extensive experience in technical support roles, ideally within an MSP or enterprise IT environment.
• Demonstrated ability to resolve high-complexity issues independently.
• Strong knowledge across multiple technical domains : networking, server infrastructure, cloud services, endpoint management, and security fundamentals.
• Experience leading incident management and executing IT change control processes.
• Excellent documentation, communication, and stakeholder management skills.
• Proactive and process-driven, with a strong sense of ownership and accountability.

• Relevant certifications (e.g., CompTIA Network+ / Security+, Microsoft Associate / Expert, ITIL Foundation or Practitioner).
• Experience managing or contributing to structured knowledge management systems.
• Exposure to client-facing technical roles or service delivery management.
• Familiarity with PSA, RMM, and ITSM tools.

If this sounds like you and you would excel, please apply directly through the link or reach out to Jack with any queries.