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:
- Provide second-level technical support for complex issues related to hardware, software, and network systems.
- Troubleshoot and resolve incidents raised by Level I support
- Assist end-users with software installations, upgrades, and patch management.
- Ensure efficient resolution of issues within agreed service level agreements (SLAs).
- System Administration and Monitoring:
- Perform system administration tasks, including account creation, access management, and file permissions.
- Collaborate with other IT teams to ensure smooth operations of servers, networks, and other critical systems.
- Ticket Management:
- Manage tickets in the IT service management system, ensuring timely updates and closure within SLAs.
- Prioritize and categorize incidents and requests to ensure appropriate resource allocation.
- Document solutions to recurring problems in the knowledge base for future reference.
- Collaboration and Escalation:
- Collaborate with other IT teams for the resolution of complex technical issues.
- Escalate issues to vendors or higher-level support teams when necessary.
- Serve as a mentor to junior IT staff by providing guidance, training, and troubleshooting support.
- Project Participation:
- Assist with IT projects such as system rollouts, hardware and software upgrades, and migrations.
- Participate in testing new systems, applications, or updates, ensuring they function correctly before deployment.
- Support business continuity plans, and disaster recovery efforts as needed.
- Security and Compliance:
- Ensure compliance with company IT policies, procedures, and security protocols.
- Assist in identifying security risks and implementing necessary controls to mitigate them.
- Support regular audits and contribute to implementing recommendations for improving system security.
- Client Communication and Support:
- Provide professional and courteous support to all users, ensuring issues are addressed with a high degree of customer satisfaction.
- Communicate clearly with non-technical users to help them understand technical issues and solutions.
- Conduct user training sessions on new systems and software when needed.
- Reporting and Documentation:
- Maintain detailed documentation of all technical issues, solutions, and workarounds.
- Provide feedback and suggestions to improve processes and increase the efficiency of the IT support team.
REQUIREDKNOWLEDGE, SKILLS, AND ABILITIES
- Technical Expertise:
- Strong knowledge of ChromeOS, Windows and macOS environments, including user account management, patching, and updates.
- Proficiency in troubleshooting and configuring networking equipment (e.g., routers, switches, firewalls, VPN).
- Experience with Entra/AzureADmanagement, including user accounts, group policies, and permissions.
- Knowledge in Microsoft 365 administration, including email, SharePoint, and OneDrive.
- Familiarity with virtualization platforms (VMware, Hyper-V) and cloud environments (Azure, AWS) is a plus.
- Experience with backup and recovery systems, as well as disaster recovery protocols.
- Problem-Solving and Analytical Skills:
- Ability to diagnose and resolve complex technical issues independently.
- Strong analytical and troubleshooting skills with attention to detail.
- Capability to work under pressure and manage multiple issues simultaneously.
- Customer Service Skills:
- Excellent verbal and written communication skills, with the ability to explain technical issues to non- technical users.
- A strong customer service orientation and the ability to maintain a positive attitude under pressure.
- Collaboration and Teamwork:
- Ability to collaborate with other IT staff and departments to resolve issues and complete projects.
- Strong interpersonal skills and the ability to mentor and guide junior staff.
- Ability to work independently while being a proactive team player.
- Project Management and Organization:
- Strong organizational skills with the ability to prioritize tasks and manage time efficiently.
- Experience in supporting IT projects, including planning, coordination, and implementation.
- Security Awareness:
- Understanding of cybersecurity principles, including secure networking practices, encryption, and data protection.
- Knowledge of compliance requirements related to IT systems and security (e.g., GDPR, HIPAA).
QUALIFICATIONS AND EXPERIENCE
- Education:
- Bachelor’s degree in Information Technology, Computer Science, or related field
- Certifications (Desired):
- CompTIA A+ or Network+
- Microsoft/Azure Certification
- ITIL Foundation Certification
- Experience:
- 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.
- Proven experience in troubleshooting and resolving hardware, software, and networking issues.
- Experience in supporting enterprise environments, including handling escalated and complex support requests.
- Prior experience working with IT service management systems (e.g., SolarWinds Service Desk, ServiceNow, Jira, Zendesk) is a plus.
•
Last updated on Oct 9, 2024