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IT Tech Support – Tier 2 Analyst
Effortless Office. Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting hardware, software, and network issues while providing exceptional client support. Proficient in managing help desk ticketing systems and mentoring junior analysts to enhance team performance.
Highest-signal resume keywords
Microsoft 365 AdministrationCompTIA Net+Help Desk Ticketing SystemsNetworking and Server ManagementOffice 365 Administration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingRoot Cause AnalysisClient OnboardingDocumentationGroup PolicyDNS ManagementRMM SystemsAzure ADVMwareTechnical Support
Soft Skills
Inter-Personal SkillsPositive Phone EtiquetteMentoringProfessional CommunicationProblem-Solving
Tools & Technologies
ConnectWiseAutotaskKaseyaVMwareAzure AD
Certifications & Qualifications
MS-102: Microsoft 365 AdministratorCompTIA Net+CCNAVMware Certified Professional (VCP)Microsoft 365 Certified: Administrator Expert
Industry Keywords
IT SupportHelp DeskMSPSLA ManagementClient Satisfaction
Tech Stack
Tools & technologiesAzureDNSVMware
About the role
Key responsibilities & impact- Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system
- Respond to and resolve escalated service tickets from Tier 1 analysts
- Troubleshoot and resolve issues related to hardware, software, network connectivity, and peripherals
- Perform root cause analysis for recurring incidents and suggest process or technical improvements
- Document incidents, actions taken, and resolutions in the ticketing system, such as ConnectWise or Autotask
- Collaborate with Tier 3 and project teams on infrastructure upgrades, deployments, and client onboarding
- Maintain SLAs and ensure high customer satisfaction through professional communication and follow-up
- Maintain troubleshooting, solution, and client-interaction documentation
- Contribute to and maintain the internal knowledge base
- Mentor and train Tier 1 Analysts
- Manage ticket workflows and assign tickets
- Develop knowledge bases and standard operating procedures
Requirements
What you’ll need- 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
- Preferred certifications: VMware Certified Professional (VCP) and Microsoft 365 Certified: Administrator Expert
- Excellent inter-personal skills; as good with people as you are with computers
- Undefeatable attitude: being okay with not knowing the answer, yet confident in ability to figure it out
- Experience providing phone support; with strong awareness of positive phone etiquette
- Experience working with help desk ticketing systems
- Experience with networking and managing/configuring servers
- Experience with Office 365 administration, Azure AD, and VMWare
- Experience with Group Policy
- Experience with DNS (both public and private)
- Experience with RMM systems, preferably Kaseya
- Ability to provide 24/7 on-call support during rotation schedule
Benefits
Comp & perks- Monthly bonuses
- Health, dental, and vision insurance
- 401K + employer match
- Paid time off and holidays
- Opportunities for career growth and development
- Formal and structured mentorship
- Training and certification support