Technical Analyst II

Bulletproof; Salt Lake City (UT); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

RRSP matching

Competitive pay

Education opportunities

Career growth

Community involvement

Volunteer time

Annual bonuses

Service awards

Job summary

Bulletproof is seeking a Technical Analyst II to deliver friendly, professional IT services to our clients, overseeing Tier 1 with escalation support for more complex issues, including after-hours incidents when needed.

This role supports network/server/virtual environments, emphasizes troubleshooting and knowledge sharing, and requires a Bachelor's degree or equivalent, strong Microsoft 365/Azure skills, and a customer-focused approach.

Qualifications

• Bachelor’s degree or equivalent in a technical field and/or relevant experience with industry certification.
• Solid working knowledge of Microsoft 365/Azure, Windows, and Office programs.
• Excellent communication and customer service orientation are essential.
• Ability to work independently with multiple tasks and changing priorities.
• ITIL familiarity is a plus; Incident/Change Management experience is beneficial.
• Hosting environment experience is an asset; Microsoft/Fortinet certifications are a plus.

Responsibilities

• Respond to issues escalated by Tier 1 promptly.
• Assist client IT personnel at client locations and resolve end-user issues.
• Perform limited installations and troubleshooting in LAN/WAN environments.
• Maintain records and documentation of assistance and troubleshooting.
• Provide training materials and guidance for client equipment.
• Support security measures and ensure confidentiality.

Skills

Microsoft 365/Azure

Windows

Office programs

Communication

Independent work

ITIL awareness

Incident/Change Mgmt experience

Hosting environment experience

Driver's license

Education

Bachelor’s degree in a related technical discipline

Certificate or diploma in information technology

Tools

Active Directory

VoIP

PSA software

Knowledge Base

Job description

Bulletproof is an award‑winning IT, security, and compliance partner helping organizations operate with confidence.

For more than 20 years, we’ve supported public and private sector organizations across North America and beyond with innovative, Microsoft‑powered solutions that reduce risk, modernize environments, and drive real business outcomes.

What sets us apart is our ability to deliver from strategy to execution. Customers choose Bulletproof as their one partner across IT, security, compliance, and managed services -from 24/7 SOC operations and managed IT to cloud transformation, governance, and professional services.

Our impact is global, our work is industry‑recognized, and our focus is practical, flexible solutions that work in the real world.

At Bulletproof, technology matters but people come first. Our vision is to serve, secure, and empower the world through people and technology, one customer at a time. When you join Bulletproof, you join a team that values ownership, innovation, and meaningful impact while giving you room to grow alongside leaders in the industry.

Position Summary

The Technical Analyst II is responsible for ensuring friendly and professional IT service delivery to all Bulletproof clients, helping Service Desk management to oversee the service delivered by Tier 1 analysts as well as providing escalation support and directly assisting customers with more complex issues that cannot be resolved, in a timely manner, by Tier 1. This position will be responsible for troubleshooting major incidents in Bulletproof clients’ network/server/virtual client environments, including occasional on‑call or urgent after‑hours response to client incidents.

Responsibilities

• Responds to issues escalated by Tier 1 in a timely fashion.
• Corrects end user issues and escalates any issues that cannot be corrected promptly to the appropriate Knowledge Practice group.
• Assists client IT personnel in client locations, resolving end user issues.
• Performs limited installations and resolves support issues within LAN/WAN environments.
• Maintains records, logs and reports of clients’ assistance and troubleshooting requests.
• Provides hands‑on training, training materials and documentation for client equipment for employees when necessary.
• Works with leadership in other Knowledge Practices and departments to build a strong understanding of business needs to identify and implement changes, modifications, or new systems and business applications.
• Improves technical processes and evaluates interrelationships between systems, identifying how changes may affect a variety of systems within Bulletproof/client infrastructures.
• Provides operational support of infrastructure assets including email systems, backup systems, Active Directory/user management, and new user PC/network set‑ups, as well as managing Bulletproof’s CSP, Knowledge Base, VoIP, and PSA solutions. This may involve solutions from all Bulletproof partners
• Monitor and review IT system logs, server security and special services on servers; identifying errors and making modifications as needed.
• Resolves issues within the network systems and infrastructure software. Must have the ability to assess a situation quickly and help arrive at the most beneficial resolution for all parties involved.
• Maintains confidentiality about any information being processed, stored, or accessed, as required.
• Responsible for upholding network and IT environment security measures set by client/Bulletproof policies.
• Maintains knowledge of remote access products.
• Responsible for attaining and maintaining strong technical knowledge of systems used and provided by Bulletproof (Microsoft 365/Azure, Windows, MacOS, Android &iOS,)
• Responsible for assisting Service Desk management in the guidance and mentorship of Tier 1 analysts
• Performs other duties as assigned by management.
• Responsible for regular review of the Service Desk’s IT service requests and incidents to ensure timely resolutions for Bulletproof’s clients, as well as to identify and address any customer concerns around customer service, wait times, etc.

Required Education/Credentials/Qualifications

• A Bachelor’s degree in a related technical discipline or a college certificate or diploma in information technology and/or have relevant experience and industry certification.
• Solid working knowledge of Microsoft 365/Azure, Microsoft Windows and Microsoft Office programs is a requirement.
• Excellent communication and interpersonal skills, exceptional telephone manners and a strong customer service orientation is essential.
• Ability to work independently with minimal supervision while handling multiple tasks and changing priorities.
• Familiarity with ITIL processes is an asset
• Experience with Incident Management and/or Change Management are an asset.
• Experience in a hosting environment is an asset.
• Any certifications from Microsoft and Fortinet would be an asset.
• A valid Driver’s License would be an asset.

What’s in it for you?

• Favorable medical, dental, and vision plans
• Company matched RRSP plan
• Competitive pay and performance rewards program
• Continuous education opportunities
• Opportunities for career growth
• Community involvement opportunities
• Earn while you give back - enjoy paid access to volunteer time
• Annual bonuses and a Service Award Bonus

Equal Opportunity Statement

Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.