Service Delivery Tier 2 Analyst
About Us: Effortless Office partners with our customers to make IT effortless so they can focus on their business. As a Hybrid Managed Services Provider (MSP) with a focus on providing world-class customer experience, we deliver and fully support secure cloud solutions as well as comprehensive managed IT and network services. About the Position: Effortless is looking for an enthusiastic, dedicated, and detail-orientated Tier 2 Analyst to join the Service Delivery team. The ideal candidate is an IT technical professional who provides superior support to the end-user experience, with strong technical knowledge in areas including: user end support (desktops, laptops, printers and software), application support, management of help-desk type systems like ticketing systems and imaging software, networking, network printing, audio/video and telephone (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. This individual also serves as high-level support for escalated complex issues. Education and Experience: 1. High School diploma or equivalent (Degree preferred) 2. 3-7 Years of IT, Help Desk and/or MSP experience 3. Competency Certifications preferred (Net+, Microsoft, VMWare, etc.) Required Qualifications and Job Description:
- Excellent inter-personal skills; as good with people as you are with computers.
- Having an undefeatable attitude and the tenacity to find solutions.
- Experience providing high quality customer desktop support for desktop applications and devices such as printers. This includes fast response rates and accurate and thorough resolutions to desktop issues.
- Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets).
- Data administration, retention and recovery experience and knowledge of the different methods and techniques of data retention.
- Experience with
- Basic networking including wireless, wired, security and basic design.
- Producing support documentation for supported products.
- Corporate applications including Microsoft Office and Adobe applications
- Active Directory account administration
- Group Policy
- DNS (both public and private)
- Office 365 Admin (including Intune, Azure)
- Working with virtual machines (preferably VMware)
- RMM (Remote Management & Monitoring) systems (preferably Kaseya)
- Desktop imaging
- Basic scripting (preferably in PowerShell)
- A high level of communication skill including written and verbal skills. Verbal skills include the ability to communicate technical I.T. issues to non-I.T. technical staff.
- Excellent organizational and time management skills.
- Security oriented.
- Apply attained experiences and knowledge in solving problems that are intermediate or complex in scope, requiring in-depth evaluation as well as the ability to identify problems in advance and propose solutions
- Require limited supervision and direction; drive results, and set priorities appropriately and independently
- Ability to work on a 24x7 on-call, weekday and weekend schedule
- A passion for IT
Teamwork: A Tier 2 IT Tech Support agent demonstrates the ability to work harmoniously with others to accomplish tasks, promotes a positive work environment, and demonstrates respect for others. This position is required to communicate effectively with others and provide constructive suggestions to improve team performance. A candidate's reliability to consistently work their required shift will be a considered factor in selecting the right candidate. Position Details: Location: Remote Hourly Rate: $21 - $26 per hour Schedule: Day Shift with on-call rotation Benefits:
- Health, dental, and vision insurance
- 401K with employer match
- Paid time off and holidays
- Opportunities for career growth and development
- Training and certification support
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