IT Support Tier 2 Analyst
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Job Summary
Providing high-level support for escalated technical issues, the full-time remote IT Support Tier 2 Analyst will manage client interactions, troubleshoot hardware and software problems, and mentor Tier 1 Analysts while maintaining documentation and service level agreements.
Key responsibilities:
- Resolve escalated service tickets from Tier 1 analysts and provide prompt technical support via phone, email, or ticketing system
- Perform root cause analysis for recurring incidents and collaborate with Tier 3 teams for infrastructure upgrades and client onboarding
- Maintain thorough documentation of incidents and contribute to the internal knowledge base with solutions and troubleshooting tips
Required qualifications:
- High School diploma or equivalent; degree preferred
- 3-7 years of IT, Help Desk, and/or MSP experience
- Required certifications: MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA
- Experience with help desk ticketing systems and providing phone support
- Knowledge of networking, server management, Office 365 administration, and VMWare
Complete Job Description
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