Senior IT Support Analyst: Escalations & Microsoft 365

Exigo Technology Services; Baton Rouge (LA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Exigo Technology Services is seeking a Support Analyst II to provide intermediate technical support within our managed services division. You will escalate Tier 1 issues, assist frontline analysts, and work with client IT contacts to diagnose and resolve problems across Microsoft 365, endpoints, and network connectivity.

The role involves documenting solutions, coordinating resources, and maintaining strong customer communications.

Qualifications

• Two years of college or equivalent work experience preferred.
• Strong customer service and communication skills.
• Basic understanding of WAN/LAN, TCP/IP, VPN, DNS, DHCP, and remote access concepts.
• Experience with Microsoft 365, Exchange Online, and Google Workspace administration is a plus.

Responsibilities

• Identify, troubleshoot, and resolve Level 1 and 2 IT issues.
• Assist Tier 1 support and coordinate with client IT teams.
• Log, categorize, prioritize, and track requests in the ticketing system.
• Escalate to Tier 3 or vendors when needed.
• Provide after-hours on-call support as needed.

Education

Two years college or equivalent work experience

Tools

Microsoft 365

Exchange Online

Outlook

Teams

Active Directory

Remote support tools (ConnectWise/Automate)

SolarWinds

SCCM

Intune

Job description

Exigo Technology Services is seeking a Support Analyst II to provide intermediate technical support within our managed services division. You will escalate Tier 1 issues, assist frontline analysts, and work with client IT contacts to diagnose and resolve problems across Microsoft 365, endpoints, and network connectivity.

The role involves documenting solutions, coordinating resources, and maintaining strong customer communications.