Level II Support Analyst

Synerfac Technical Staffing; Atlanta (GA); Remote; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a skilled technical support specialist to provide tier-2 remote assistance for a variety of systems, including desktops, laptops, and cloud environments. This role involves diagnosing and resolving technical issues, managing help desk tickets, and ensuring compliance through system maintenance and upgrades. You'll also configure security policies and deploy cybersecurity tools to protect sensitive data. If you thrive in a collaborative environment and have a passion for technology, this opportunity offers a dynamic workplace where your contributions will make a significant impact.

Qualifications

• Experience in providing tier-2 technical support for various systems.
• Proficient in diagnosing and resolving hardware and software issues.

Responsibilities

• Manage help desk tickets and provide remote technical support.
• Configure and manage Active Directory and Microsoft 365 environments.

Skills

Technical Support

Troubleshooting

Active Directory

Cybersecurity Tools

Office 365

Network Management

Education

Relevant Certifications (CompTIA Network+, Security+, Microsoft, Cisco)

Tools

PSA Platform

Adobe Creative Suite

QuickBooks

Bluebeam

Procore

Job description

Responsibilities:
* Provide tier-2 remote technical support for desktops, laptops, servers, networks, and cloud systems.
* Manage and resolve help desk tickets through a PSA platform within SLA timelines.
* Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues.
* Perform system maintenance, upgrades, and patch management to ensure security compliance.
* Configure and manage Active Directory, Microsoft 365, Azure environments, and security policies.
* Deploy and monitor cybersecurity tools (firewalls, EDR, email security platforms).
* Assist in email migrations, backup management, and disaster recovery planning.
* Document systems, solutions, and processes in Core12"s knowledge base.
* Perform network and IT audits, report vulnerabilities, and recommend improvements.
* Collaborate with vendors and third-party providers to resolve advanced issues.
* Provide end-user training and support documentation to improve productivity.

Job Requirements:

* Relevant certifications (e.g., CompTIA Network+, Security+, Microsoft, Cisco) are a plus.
* Proficient with Windows and Mac OS environments.
* Office 365 migrations and Microsoft Exchange management.
* Experience supporting Adobe Creative Suite, QuickBooks, Bluebeam, and Procore.