Summary

As an IT Support Analyst II, you will be responsible for providing Tier 2 technical support and take ownership of resolving more complex incidents. This intermediate-level position is suitable for candidates with proven experience in IT support and a desire to take on more responsibilities.

Job Description

Advanced Technical Support:

1. Provide second-level technical support for complex issues related to hardware, software, and network systems.
2. Troubleshoot and resolve incidents raised by Level I support
3. Assist end-users with software installations, upgrades, and patch management.
4. Ensure efficient resolution of issues within agreed service level agreements (SLAs).

System Administration and Monitoring:

1. Perform system administration tasks, including account creation, access management, and file permissions.
2. Collaborate with other IT teams to ensure smooth operations of servers, networks, and other critical systems.

Ticket Management:

1. Manage tickets in the IT service management system, ensuring timely updates and closure within SLAs.
2. Prioritize and categorize incidents and requests to ensure appropriate resource allocation.
3. Document solutions to recurring problems in the knowledge base for future reference.

Collaboration and Escalation:

1. Collaborate with other IT teams for the resolution of complex technical issues.
2. Escalate issues to vendors or higher-level support teams when necessary.
3. Serve as a mentor to junior IT staff by providing guidance, training, and troubleshooting support.

Project Participation:

1. Assist with IT projects such as system rollouts, hardware and software upgrades, and migrations.
2. Participate in testing new systems, applications, or updates, ensuring they function correctly before deployment.
3. Support business continuity plans, and disaster recovery efforts as needed.

Security and Compliance:

1. Ensure compliance with company IT policies, procedures, and security protocols.
2. Assist in identifying security risks and implementing necessary controls to mitigate them.
3. Support regular audits and contribute to implementing recommendations for improving system security.

Client Communication and Support:

1. Provide professional and courteous support to all users, ensuring issues are addressed with a high degree of customer satisfaction.
2. Communicate clearly with non-technical users to help them understand technical issues and solutions.
3. Conduct user training sessions on new systems and software when needed.

Reporting and Documentation:

1. Maintain detailed documentation of all technical issues, solutions, and workarounds.
2. Provide feedback and suggestions to improve processes and increase the efficiency of the IT support team.

REQUIREDKNOWLEDGE, SKILLS, AND ABILITIES

Technical Expertise:

1. Strong knowledge of ChromeOS, Windows and macOS environments, including user account management, patching, and updates.
2. Proficiency in troubleshooting and configuring networking equipment (e.g., routers, switches, firewalls, VPN).
3. Experience with Entra/AzureADmanagement, including user accounts, group policies, and permissions.
4. Knowledge in Microsoft 365 administration, including email, SharePoint, and OneDrive.
5. Familiarity with virtualization platforms (VMware, Hyper-V) and cloud environments (Azure, AWS) is a plus.
6. Experience with backup and recovery systems, as well as disaster recovery protocols.

Problem-Solving and Analytical Skills:

1. Ability to diagnose and resolve complex technical issues independently.
2. Strong analytical and troubleshooting skills with attention to detail.
3. Capability to work under pressure and manage multiple issues simultaneously.

Customer Service Skills:

1. Excellent verbal and written communication skills, with the ability to explain technical issues to non- technical users.
2. A strong customer service orientation and the ability to maintain a positive attitude under pressure.

Collaboration and Teamwork:

1. Ability to collaborate with other IT staff and departments to resolve issues and complete projects.
2. Strong interpersonal skills and the ability to mentor and guide junior staff.
3. Ability to work independently while being a proactive team player.

Project Management and Organization:

1. Strong organizational skills with the ability to prioritize tasks and manage time efficiently.
2. Experience in supporting IT projects, including planning, coordination, and implementation.

Security Awareness:

1. Understanding of cybersecurity principles, including secure networking practices, encryption, and data protection.
2. Knowledge of compliance requirements related to IT systems and security (e.g., GDPR, HIPAA).

QUALIFICATIONS AND EXPERIENCE

Education:

1. Bachelor’s degree in Information Technology, Computer Science, or related field

Certifications (Desired):

1. CompTIA A+ or Network+
2. Microsoft/Azure Certification
3. ITIL Foundation Certification

Experience:

1. Minimum of 2 years of experience in an IT support or help desk environment, with at least one year in a Level II support role.
2. Proven experience in troubleshooting and resolving hardware, software, and networking issues.
3. Experience in supporting enterprise environments, including handling escalated and complex support requests.
4. Prior experience working with IT service management systems (e.g., SolarWinds Service Desk, ServiceNow, Jira, Zendesk) is a plus.

Skills

• Analytical Thinking
• Attention to Detail
• AWS
• Client Servicing
• Communications Skills
• IT support
• Problem Solving
• Team Collaboration