Service Delivery Tier 2 Analyst

About Us

Effortless Office partners with our customers to make IT effortless so they can focus on their business. As a Hybrid Managed Services Provider (MSP) with a focus on providing world‑class customer experience, we deliver and fully support secure cloud solutions as well as comprehensive managed IT and network services.

Effortless is looking for an enthusiastic, dedicated, and detail‑orientated Tier 2 Analyst to join the Service Delivery team. The ideal candidate is an IT technical professional who provides superior support to the end‑user experience, with strong technical knowledge in areas including: user end support (desktops, laptops, printers and software), application support, management of help‑desk type systems like ticketing systems and imaging software, networking, network printing, audio/video and telephone (VoIP), Active Directory, Windows Server Operating Systems, and VMWare.

This individual also serves as high‑level support for escalated complex issues.

• High School diploma or equivalent (Degree preferred)
• 3‑7 Years of IT, Help Desk and/or MSP experience
• Competency Certifications preferred (Net+, Microsoft, VMWare, etc.)

• Excellent inter‑personal skills; as good with people as you are with computers.
• Having an undefeatable attitude and the tenacity to find solutions.
• Experience providing high quality customer desktop support for desktop applications and devices such as printers. This includes fast response rates and accurate and thorough resolutions to desktop issues.
• Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets).
• Data administration, retention and recovery experience and knowledge of the different methods and techniques of data retention.
• Experience with
  • Basic networking including wireless, wired, security and basic design.
  • Producing support documentation for supported products.
  • Corporate applications including Microsoft Office and Adobe applications
  • Active Directory account administration
  • Group Policy
  • DNS (both public and private)
  • Office 365 Admin (including Intune, Azure)
  • Working with virtual machines (preferably VMware)
  • RMM (Remote Management & Monitoring) systems (preferably Kaseya)
  • Desktop imaging
  • Basic scripting (preferably in Power Shell)
• A high level of communication skill including written and verbal skills. Verbal skills include the ability to communicate technical I.T. issues to non‑I.T. technical staff.
• Excellent organizational and time management skills.
• Security oriented.
• Apply attained experiences and knowledge in solving problems that are intermediate or complex in scope, requiring in-depth evaluation as well as the ability to identify problems in advance and propose solutions.
• Require limited supervision and direction; drive results, and set priorities appropriately and independently.
• Ability to work on a 24x7 on‑call, weekday and weekend schedule.
• A passion for IT.

A Tier 2 IT Tech Support agent demonstrates the ability to work harmoniously with others to accomplish tasks, promotes a positive work environment, and demonstrates respect for others. This position is required to communicate effectively with others and provide constructive suggestions to improve team performance. A candidate's reliability to consistently work their required shift will be a considered factor in selecting the right candidate.

Location:

Remote

Hourly Rate: $21 - $26 per hour

Schedule:

Day Shift with on‑call rotation

• Health, dental, and vision insurance
• 401K with employer match
• Paid time off and holidays
• Opportunities for career growth and development
• Training and certification support