Remote Tier 2 IT Support Engineer

Effortless Office; Las Vegas (NV); Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401K+ employer match

Paid time off and holidays

Opportunities for career growth and开发

Formal and structured mentorship

Training and certification support

Job summary

Effortless Office is seeking a Tier 2 Support Analyst to provide high-level IT support across hardware, software, networking, AD, VMware, and more. You will mentor Tier 1, manage tickets, and help build knowledge bases while delivering an exceptional customer experience.

Based in the United States, this remote role follows a Monday–Friday schedule with on-call rotation after probation. You will collaborate with project teams for upgrades and onboarding and maintain SLAs to ensure customer

Qualifications

• 3-7 years of IT, Help Desk and/or MSP experience.
• MS-102: Microsoft 365 Administrator certification required.
• CompTIA Net+ or CCNA required.
• VMware Certified Professional (VCP) preferred.
• Experience with Office 365 administration, Azure AD, and VMware.

Responsibilities

• Provide prompt and appropriate support via phone, email, or ticketing system.
• Respond to and resolve escalated tickets from Tier 1 analysts promptly.
• Troubleshoot hardware, software, networking, and peripherals.
• Perform root cause analysis and suggest improvements.
• Document incidents, actions, and resolutions in the ticketing system (e.g., ConnectWise, Autotask).
• Collaborate with Tier 3 and project teams for upgrades, deployments, and onboarding.
• Maintain SLAs and ensure high customer satisfaction through professional communication.
• Maintain clear documentation of troubleshooting steps for future reference.
• Contribute to the internal knowledge base with tips and solutions.

Skills

IT support

Customer service

Troubleshooting

Communication

Documentation

Team mentoring

Education

High School diploma or equivalent

MS-102: Microsoft 365 Administrator

CompTIA Net+ or CCNA

VMware Certified Professional (VCP)

Microsoft 365 Certified: Administrator Expert

Tools

ConnectWise

Autotask

Kaseya

Active Directory

VMware

Office 365

Job description

Effortless Office is seeking a Tier 2 Support Analyst to provide high-level IT support across hardware, software, networking, AD, VMware, and more. You will mentor Tier 1, manage tickets, and help build knowledge bases while delivering an exceptional customer experience.

Based in the United States, this remote role follows a Monday–Friday schedule with on-call rotation after probation. You will collaborate with project teams for upgrades and onboarding and maintain SLAs to ensure customer