IT Tech Support – Tier 2 NOC Analyst

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

📋 Description

• Oversee client environments utilizing RMM, monitoring, and alerting tools.

• Address after-hours incidents and provide escalation assistance to Service Delivery Teams.

• Manage incoming service requests efficiently.

• Conduct root cause analyses to identify issues.

• Adhere to established Knowledge Base (KB) articles and contribute to the documentation.

• Supervise dashboards, alerts, and notifications from RMM, SIEM, backup, and various platforms.

• Triage, validate, and react to system, network, and application alerts.

• Attend to incoming service requests, incidents, and changes during after-hours.

• Prioritize and process tickets based on SLA, impact, and urgency.

• Update ticket notes, status, and resolution steps in AutoTask.

• Escalate unresolved issues to Tier 3 or on-call teams when necessary.

• Communicate incident impact and timelines to internal stakeholders effectively.

• Troubleshoot issues related to system performance, failed backups, service outages, and connectivity.

• Work with firewalls, servers, network equipment, and cloud platforms under guidance or KBs.

• Execute scripts, tools, and diagnostics as required for alert resolution.

• Update tickets, shift handoff notes, and KB articles with resolution steps and enhancements.

• Engage in recurring reviews to enhance alert accuracy and triage processes.

⛳️ Requirements

• High School diploma or equivalent (Degree preferred).

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

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

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

• Exceptional interpersonal skills; equally proficient with people and technology.

• Resilient attitude: comfortable with uncertainty while confident in problem-solving abilities.

• Experience delivering 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.

• Proficient in Group Policy.

• Experience with DNS (both public and private).

• Familiarity with RMM (Remote Management & Monitoring) systems, preferably Kaseya.

• Availability for 24/7 on-call support during rotation schedule.

🏝️ Benefits

• Monthly bonuses.

• Health, dental, and vision insurance.

• 401K with employer match.

• Paid time off and holidays.

• Opportunities for career advancement and development.

• Formal and structured mentorship programs.

• Support for training and certification.