IT Tech Support – Tier 2 Analyst

🔥 4 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 10%

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Effortless Office

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Effortless Office is a Hybrid Managed Services Provider that delivers and fully supports secure cloud products and services, offering customers a comprehensive solution for their entire IT environments. With a focus on cybersecurity, backup and disaster recovery, and compliance, Effortless Office aims to simplify technology management for businesses, allowing them to focus on their core operations while ensuring the security and reliability of their IT systems.

📋 Description

• 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, and resolutions in the ticketing system, such as ConnectWise or Autotask • 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 • Maintain troubleshooting, solution, and client-interaction documentation • Contribute to and maintain the internal knowledge base • Mentor and train Tier 1 Analysts • Manage ticket workflows and assign tickets • Develop knowledge bases and standard operating procedures

🎯 Requirements

• High School diploma or equivalent (Degree preferred) • 3-7 Years of IT, Help Desk and/or MSP experience • Required certifications: MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA • Preferred certifications: VMware Certified Professional (VCP) and Microsoft 365 Certified: Administrator Expert • Excellent inter-personal skills; as good with people as you are with computers • Undefeatable attitude: being okay with not knowing the answer, yet confident in ability to figure it out • Experience providing phone support; with strong awareness of positive phone etiquette • Experience working with help desk ticketing systems • 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

🏖️ Benefits

• Monthly bonuses • Health, dental, and vision insurance • 401K + employer match • Paid time off and holidays • Opportunities for career growth and development • Formal and structured mentorship • Training and certification support

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