IT Tech Support – Tier 2 Analyst

• Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system
• Respond to and resolve escalated service tickets from Tier 1 analysts
• Troubleshoot and resolve issues related to hardware, software, network connectivity, and peripherals
• Perform root cause analysis for recurring incidents and suggest process or technical improvements
• Document incidents, actions taken, resolutions, troubleshooting steps, solutions, and client interactions in the ticketing system
• Collaborate with Tier 3 and project teams on infrastructure upgrades, deployments, and client onboarding
• Maintain SLAs and ensure high customer satisfaction through professional communication and follow-up
• Contribute to and help maintain the internal knowledge base
• Provide mentorship and training to Tier 1 Analysts
• Manage ticket workflows, assign tickets, and develop knowledge bases

• High School diploma or equivalent (Degree preferred)
• 3-7 Years of IT, Help Desk and/or MSP experience
• Required:
  
  MS-102:
  Microsoft 365 Administrator certification
• Required:
  
  CompTIA Net+ or CCNA
• Preferred: VMware Certified Professional (VCP)
• Preferred:
  Microsoft 365 Certified:
  Administrator Expert
• Excellent inter-personal skills; as good with people as you are with computers
• Experience providing phone support and strong awareness of positive phone etiquette
• Experience working with help desk ticketing systems, including responding, assigning, closing, and following up on tickets
• Experience with networking and managing/configuring servers
• Experience with Office 365 administration, Azure AD, and VMWare
• Experience with Group Policy
• Experience with DNS (both public and private)
• Experience with RMM systems, preferably Kaseya
• Ability to provide 24/7 on-call support during rotation schedule
• Schedule availability Monday-Friday, 8:00 am-5:00 pm PST
• Reliable transportation to meet the on-site requirement

Demonstrates expertise in troubleshooting hardware, software, and network issues while providing exceptional client support. Proficient in managing help desk ticketing systems and mentoring junior analysts to enhance team performance.

• Microsoft 365 Administrator Certification
• CompTIA Net+
• CCNA
• Office 365 Administration
• Help Desk Ticketing Systems

• Troubleshooting
• Root Cause Analysis
• Networking
• Server Management
• Group Policy
• DNS Management
• RMM Systems
• Client Onboarding
• Technical Documentation
• Incident Resolution

• Inter-Personal Skills
• Professional Communication
• Mentorship
• Positive Phone Etiquette
• Customer Satisfaction

• Microsoft 365 Administrator Certification
• CompTIA Net+
• CCNA
• VMware Certified Professional (VCP)
• Microsoft 365 Certified:
  Administrator Expert

• IT Support
• Help Desk
• MSP
• SLA
• Technical Support

• Microsoft 365
• Azure AD
• VMware
• Kaseya
• Ticketing System