IT Tech Support – Tier 2 Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver timely and effective assistance to clients facing technical challenges through phone, email, or a ticketing system.

• Address and resolve escalated service requests from Tier 1 analysts.

• Diagnose and fix issues related to hardware, software, network connectivity, and peripherals.

• Conduct root cause analysis for recurring problems and recommend process or technical enhancements.

• Record incidents, actions taken, and solutions in the ticketing system, such as ConnectWise or Autotask.

• Collaborate with Tier 3 and project teams on infrastructure upgrades, deployments, and onboarding of clients.

• Adhere to SLAs and ensure high customer satisfaction through professional communication and follow-up.

• Maintain documentation for troubleshooting, solutions, and client interactions.

• Contribute to and update the internal knowledge base.

• Mentor and train Tier 1 Analysts.

• Oversee ticket workflows and assign tickets as needed.

• Create knowledge bases and standard operating procedures.

⛳️ Requirements

• High School diploma or equivalent (Degree preferred).

• 3-7 years of experience in IT, Help Desk, and/or MSP environments.

• Required certifications: MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA.

• Preferred certifications: VMware Certified Professional (VCP) and Microsoft 365 Certified: Administrator Expert.

• Strong interpersonal skills; equally adept with people and technology.

• Unyielding attitude: comfortable with uncertainty yet confident in the ability to find solutions.

• Experience providing phone support, with a strong understanding of positive phone etiquette.

• Familiarity with help desk ticketing systems.

• Experience in networking and managing/configuring servers.

• Knowledge of Office 365 administration, Azure AD, and VMWare.

• Understanding of Group Policy.

• Experience with DNS (both public and private).

• Familiarity with RMM systems, preferably Kaseya.

• Willingness to provide 24/7 on-call support during a rotational schedule.

🏝️ Benefits

• Monthly bonuses.

• Health, dental, and vision insurance.

• 401K with employer match.

• Paid time off and holidays.

• Opportunities for career advancement and development.

• Structured and formal mentorship.

• Support for training and certification.