Teams at EffortlessOffice

Monitors client IT environments, triages alerts, handles after-hours incidents and service requests, troubleshoots systems, networks, backups, servers, firewalls, and cloud platforms, escalates unresolved issues, updates AutoTask tickets, and improves knowledge-base documentation and alert processes.

Provides Tier 2 technical support for escalated hardware, software, networking, server, Microsoft 365, VMware, telephony, and peripheral issues. Responsibilities include troubleshooting, root cause analysis, ticket and SLA management, documentation, knowledge base development, client communication, and collaboration with Tier 3 and project teams. The role also mentors Tier 1 analysts, manages ticket workflows, supports infrastructure deployments, and participates in a 24/7 on-call rotation.

Provides Tier 1 technical support to clients through phone, email, and ticketing systems. Troubleshoots hardware, software, networking, peripherals, printing, VoIP, Microsoft 365, Azure AD, Windows Server, and VMware issues. Creates user accounts, provisions virtual machines, manages AutoTask tickets, documents solutions, communicates ticket progress, supports onboarding, maintains the knowledge base, and escalates complex issues.