Tier 2 Help Desk Analyst

Description

Overview

The Tier 2 Technician serves as the primary escalation point above Tier 1 support and is responsible for day-to-day technical delivery across Microsoft 365, Google Workspace, networking, and client onboarding activities. This role operates independently within established standards and escalates only architecture, security, and advanced engineering decisions to the CTO.

Key Responsibilities

Tier 1 Escalations

+ Resolve escalated support tickets and assist with inbound support requests.

+ Provide technical guidance to Tier 1 staff.

+ Review ticket quality and documentation accuracy.

Microsoft 365 Administration

+ User provisioning, licensing, and offboarding.

+ Manage Exchange Online, SharePoint, One Drive, Entra , and Intune environments.

+ Perform routine security administration, including MFA enrollment, account lockouts, and inbox rule audits.

Google Workspace Administration

+ User lifecycle management, organizational units, and licensing.

+ Manage 2-Step Verification and perform basic security administration and monitoring.

Networking

+ Troubleshoot connectivity, VLAN, DHCP, and DNS-related issues.

+ Configure and support Uni Fi switches, access points, and firewall rules within existing network designs.

+ Coordinate ISP issues and maintain network documentation.

Technical Client Onboarding

+ Execute technical onboarding for new clients.

+ Provision cloud environments, configure domains and DNS records, and deploy endpoints.

+ Implement standard security tools and configurations.

+ Deliver end-user training and document environments in IT Glue.

Escalate to CTO:

+ Network architecture or design decisions.

+ Confirmed or suspected security incidents.

+ DNS/domain management changes.

+ VoIP architecture or provisioning changes.

+ Custom development, automation, or scripting requests.

+ New platform deployments or major technology changes.

+ Administration of advanced cybersecurity platforms (INKY, Bull Phish, Dark Web , Rocket Cyber, SaaS Alerts).

+ Penetration testing and vulnerability assessment tools (Vulnscan, vPenTest).

* Please Note:

This is a fully onsite position in Metro Atlanta. Please do not apply to this posting if you're not already local to Metro ATL and willing to work onsite

Requirements

Required Qualifications:

+ 3-5 years IT support experience for a Managed Service Provider (MSP), with at least 2 years in a Tier 2 or System Admin role

+ Hands-on Microsoft 365 administration experience required -- Exchange, SharePoint, Intune, Entra

+ CompTIA Network+ or equivalent networking experience

+ Microsoft 365 certification (MS-102 or equivalent) preferred

+

Experience with RMM platforms (DattoRMM or similar)

+ Comfortable working independently without step-by-step supervision

+ Ability to network troubleshoot without assistance

+ Valid driver's license and reliable transportation for on-site work

Additional Information:
Must be located within 50 miles in or around downtown Atlanta and willing/able to travel to client offices around Atlanta

* Please Note:

This is a fully onsite position in Metro Atlanta. Please do not apply to this posting if you're not already local to Metro ATL and willing to work onsite

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