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IT Tech Support – Tier 2 NOC Analyst
Effortless Office. Monitor client environments using RMM, monitoring, and alerting tools .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support, incident management, and troubleshooting across various platforms, with a strong focus on customer service and effective communication. Proficient in monitoring tools and ticketing systems, ensuring timely resolution of service requests and incidents.
Highest-signal resume keywords
Microsoft 365 AdministrationRMM Systems (Kaseya)CompTIA Net+ or CCNA CertificationHelp Desk Ticketing SystemsNetworking and Server Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Root Cause AnalysisSystem Performance TroubleshootingOffice 365 AdministrationAzure AD ManagementGroup Policy ManagementDNS ConfigurationIncident ResponseAlert TriageScript ExecutionService Level Agreement (SLA) Management
Soft Skills
Excellent Inter-Personal SkillsPositive Phone EtiquetteUndefeatable AttitudeEffective Communication
Tools & Technologies
Monitoring ToolsSIEM PlatformsAutoTaskBackup SolutionsFirewallsNetwork EquipmentCloud Platforms
Certifications & Qualifications
MS-102: Microsoft 365 AdministratorCompTIA Net+CCNAVMware Certified Professional (VCP)Microsoft 365 Certified: Administrator Expert
Industry Keywords
IT SupportHelp DeskManaged Service Provider (MSP)Incident ManagementService Requests
Tech Stack
Tools & technologiesAzureCloudDNSFirewallsVMware
About the role
Key responsibilities & impact- Monitor client environments using RMM, monitoring, and alerting tools
- Respond to afterhours incidents and provide escalation support to Service Delivery Teams
- Handle incoming service requests
- Perform root cause analysis
- Follow defined Knowledge Base (KB) articles and contribute to KB documentation
- Monitor dashboards, alerts, and notifications from RMM, SIEM, backup, and other platforms
- Triage, validate, and respond to system, network, and application alerts
- Respond to incoming service requests, incidents, and changes during afterhours
- Prioritize and process tickets according to SLA, impact, and urgency
- Update ticket notes, status, and resolution steps in AutoTask
- Escalate unresolved issues to Tier 3 or on-call teams as necessary
- Communicate incident impact and timelines to internal stakeholders
- Troubleshoot system performance issues, failed backups, service outages, and connectivity problems
- Work with firewalls, servers, network equipment, and cloud platforms under guidance or KBs
- Execute scripts, tools, and diagnostics as needed for alert resolution
- Update tickets, shift handoff notes, and KB articles with resolution steps and improvements
- Participate in recurring reviews to improve alert accuracy and triage processes
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 (Remote Management & Monitoring) 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