Senior Tier 2 IT Support Analyst - Hybrid MSP & Cloud

Effortless Office; Los Angeles (CA); Hybrid; USD 68,770,000 - 74,501,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401K+ employer match

Paid time off and holidays

Career growth and development

Formal mentorship and training support

Job summary

Effortless Office is seeking a Tier2 Support Analyst to handle escalated issues across hardware, apps, networking, AD, servers, and VMware. You will mentor Tier 1, manage ticket workflows, and develop KBs while ensuring SLA compliance.

The role requires strong customer service, 3–7 years in IT/MSP, and relevant certifications. The position offers a hybrid schedule with on-site and remote work options and growth opportunities.

Qualifications

• 3–7 years IT, HelpDesk and/or MSP experience.
• MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA certifications required.
• VMware and Microsoft 365 certifications preferred.

Responsibilities

• Provide prompt and appropriate support to clients via phone, email, or ticketing system.
• Respond to and resolve escalated tickets from Tier 1 analysts in a timely manner.
• Troubleshoot hardware, software, network connectivity, and peripherals.
• Maintain thorough documentation of incidents and resolutions in the ticketing system.
• Collaborate with Tier 3 and project teams for upgrades and onboarding.

Skills

IT support

Customer service

Mentorship

Phone support

Documentation

Education

High School diploma or equivalent

Degree preferred

Tools

ConnectWise

Autotask

Kaseya

Office 365

Azure AD

VMware

Job description

Effortless Office is seeking a Tier2 Support Analyst to handle escalated issues across hardware, apps, networking, AD, servers, and VMware. You will mentor Tier 1, manage ticket workflows, and develop KBs while ensuring SLA compliance.

The role requires strong customer service, 3–7 years in IT/MSP, and relevant certifications. The position offers a hybrid schedule with on-site and remote work options and growth opportunities.