Level II IT Support Analyst

IT Pro Solution; New York (NY); Presencial; USD 65.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

On-site gym

On-site parking

Dental care

Extended health care

Life insurance

Employee assistance program

Mileage reimbursement

Paid time off

Descripción de la vacante

Pure IT is seeking a Level II IT Support Analyst to deliver advanced support for client environments. You will manage M365, endpoints, licenses and security, while diagnosing complex issues and coordinating with on-site teams as needed.

Strong customer service, teamwork and a drive to learn are essential. This role requires in-person attendance with flexibility for remote work as needed.

Formación

• Two years of Windows Server administration.
• Two years of Microsoft 365 administration.
• Experience with Hyper-V virtualization.
• Familiarity with Active Directory, DNS, DHCP.
• Experience with antivirus and security products.
• Experience with email security products.
• Firewall administration experience.
• Remote Desktop Services experience.
• MSP/service/help desk background is a plus.

Responsabilidades

• Administering the M365 suite of products.
• Endpoint administration (Windows 11, iPhone, Android, iPad, Mac O/S).
• License management of services provided to clients.
• Installation, maintenance and support of desktop systems, notebooks, and tablets.
• Provide remote Level 2 support and escalate on-site when needed.
• Diagnose and fix issues requiring in-depth network/system knowledge.
• Manage backup/disaster recovery systems.
• Remote monitoring and maintenance of client servers and firewalls.
• Audit and document client environment, equipment, software, processes.

Conocimientos

Microsoft 365

Intune

SharePoint

Exchange Online

OneDrive

Entra ID

Active Directory

Network Troubleshooting

Customer service

English communication

Educación

Technical diploma or degree

CompTIA A+ and N+

Microsoft 365 intermediate certification

Herramientas

Hyper-V

RMM tools

DNS/DHCP

Proofpoint

Avanan

Defender

Descripción del empleo

Overview

Pure IT is a client-centric organization providing IT services to clients in Calgary and surrounding areas. We are seeking a highly skilled Level II IT Support Analyst to provide Level 2 support and resolve challenging user computing issues. In this role, you will monitor alerts, manage and maintain backup and disaster recovery systems, and remotely maintain client servers, firewalls, endpoints and desktop security. You will bring strong problem-solving skills, a proven ability to collaborate with a team, and a commitment to developing your skills through technical training. This position requires in-person attendance, with flexibility to work remotely on an as-needed basis.

About you:

You enjoy technology and working with people, and you take pride in delivering excellent customer service. You resolve client issues promptly, follow up consistently to confirm satisfaction, and build strong relationships with clients and teammates. You find satisfaction in helping clients focus on their core business by addressing their IT issues.

Duties and Responsibilities

• Administering M365 suite of products
• Endpoint administration (Windows 11, iPhone, Android, iPad, Mac O/S)
• License management of services provided to clients
• Installation, maintenance and support of desktop systems, notebooks, and tablets
• Provide further troubleshooting for issues escalated by Level 1 support when they fall beyond that team's scope
• Provide remote Level 2 support and elevate issues requiring on-site assistance to the on-site technical team.
• Diagnose and fix issues that require a more in-depth understanding of network protocols, system administration, and application functionality
• Manage and maintain backup/disaster recovery systems
• Remote monitoring and maintenance of client servers and firewalls
• Audit and document client’s IT environment, equipment, software, processes and procedures
• Network Printer/MFP management

Core Competencies

• In depth understanding of Microsoft 365 products including Intune, SharePoint, Teams, Exchange Online, OneDrive and Entra ID
• Excellent oral and written English communication skills
• Customer service orientated
• Strong troubleshooting and problem solving abilities
• Manage competing priorities effectively under pressure, and work independently with minimal supervision
• Demonstrate professionalism through sound judgment and effective decision-making
• Flexible and adaptable
• Detail oriented
• Punctual and dependable
• Goal and results oriented
• Highly motivated to succeed
• Committed to continuous learning and personal development

Education Required

• Technical diploma or degree
• CompTIA A+ and N+ or equivalent would be considered an asset
• Microsoft 365 intermediate certification or working towards it

Experience Required

• Minimum two years of Windows Server administration and two years of Microsoft 365 administration
• Virtualization Technologies – Hyper-V
• Active Directory, Group Policy, DNS, DHCP
• Antivirus and related security products (ie. EDR, MDR)
• Email security products (ie. Proofpoint, Avanan, Defender)
• Firewall Administration
• Remote Desktop Services (Terminal Services)

Experience in the following is an asset

• Have worked with a previous MSP
• Worked in a service/help desk environment
• Experience working in ticket tracking systems
• Worked with a Remote Monitoring Management (RMM) tool
• Experience troubleshooting TCP/IP networks, routing, firewalls, switches and VLANs
• Backups/Disaster Recovery and High availability solutions
• Microsoft Azure (IaaS, PaaS, SaaS), Defender for Business, Power Automate
• Microsoft SQL Server
• macOS/iOS/Android
• Experience using and supporting AI tools and applications, including end-user assistance and troubleshooting

Benefits:

• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Mileage reimbursement
• On-site gym
• On-site parking
• Paid time off

Experience:

• Microsoft 365 administration: 2 years (required)
• Active Directory and Networking: 2 years (required)
• Firewall management: 2 years (required)