Senior IT Support Analyst - Tier 2 (Remote)

Effortless Office; United States; A distancia; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental, and vision insurance

401K+ employer match

Paid time off and holidays

Opportunities for career growth and发展

Descripción de la vacante

Effortless Office is seeking a Tier 2 Support Analyst to provide high-level IT support for escalated issues across hardware, networks, AD, Windows Server, and VMware. You will mentor Tier 1 analysts, manage ticket workflows, assign tasks, and help build knowledge bases.

This is a remote role with on-call rotation after probation, requiring strong communication and documentation skills. You will handle onboarding for clients, maintain SLAs, and contribute to the team’s knowledge base.

Formación

• High School diploma or equivalent; degree preferred.
• 3-7 years IT, Help Desk and/or MSP experience.
• Required Certifications: MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA

Responsabilidades

• Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system.
• Respond to and resolve escalated service tickets from Tier 1 analysts in a timely manner.
• Troubleshoot and resolve technical issues related to hardware, software, network connectivity, and peripherals.
• Perform root cause analysis for recurring incidents and suggest process or technical improvements.
• Maintain thorough documentation of incidents, actions taken, and resolutions in the ticketing system (e.g., ConnectWise, Autotask).
• Collaborate with Tier 3 and project teams for infrastructure upgrades, deployments, and client onboarding.
• Maintain SLAs and ensure high customer satisfaction through professional communication and follow-up.
• Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions for future reference.

Conocimientos

IT Help Desk

Customer service

Mentorship

Documentation

Problem solving

Educación

High School diploma or equivalent

Degree preferred

Herramientas

ConnectWise

Autotask

Kaseya

Office 365

Azure AD

VMware

Descripción del empleo

Effortless Office is seeking a Tier 2 Support Analyst to provide high-level IT support for escalated issues across hardware, networks, AD, Windows Server, and VMware. You will mentor Tier 1 analysts, manage ticket workflows, assign tasks, and help build knowledge bases.

This is a remote role with on-call rotation after probation, requiring strong communication and documentation skills. You will handle onboarding for clients, maintain SLAs, and contribute to the team’s knowledge base.