Support Analyst II — Escalations, MS 365 & Endpoint Support

Exigo Technology Services; Scottsdale (AZ); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Exigo Technology Services is seeking a Support Analyst II to provide intermediate IT support across Microsoft 365, endpoints, and common business apps. You will diagnose, troubleshoot, and document solutions, escalating where necessary and coordinating with client IT contacts.

The role emphasizes customer service, ownership of tickets, and collaboration with Tier 1 teams, engineers, and vendors in a hybrid work setting.

Qualifications

• Minimum two years of college or equivalent work experience preferred.
• Experience in IT support, service desk, or escalation support preferred.
• Proficient in Microsoft 365, Exchange Online, Outlook, Teams, Active Directory, and user account changes.
• Strong written and verbal communication with customers.

Responsibilities

• Provide intermediate support for Microsoft 365 apps and Windows endpoints.
• Log, categorize, prioritize, and track requests in the ticketing system.
• Escalate issues to Tier 2/3 or vendors when needed.
• Coordinate with internal teams and client IT contacts for resolution.
• Document steps and solutions clearly in tickets and knowledge bases.

Skills

Customer service

Microsoft 365

Windows administration

Remote support

Networking basics

Communication

Education

Two years college or equivalent work experience

Tools

ConnectWise Automate

SolarWinds

SCCM

Intune

Job description

Exigo Technology Services is seeking a Support Analyst II to provide intermediate IT support across Microsoft 365, endpoints, and common business apps. You will diagnose, troubleshoot, and document solutions, escalating where necessary and coordinating with client IT contacts.

The role emphasizes customer service, ownership of tickets, and collaboration with Tier 1 teams, engineers, and vendors in a hybrid work setting.