IT Tech Support - 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 Role:

The Tier 2 Support Analyst serves as high-level support for escalated complex issues in areas including: hardware, application support, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. Tier 2s also serve as leaders on their team by providing mentorship and training to Tier 1 Analysts, managing ticket workflows, assigning tickets, and developing KBs. It is paramount that this role is passionate about providing quality support for end users, is tenacious in finding solutions, loves teaching others, and cares about creating clear documentation and SOPs.  

Location: Remote 

Schedule: Monday - Friday 8:00am - 5:00pm pacific
On-Call Rotation: Tier 2s are placed into rotation for on-call after their 90-day probation period. On call schedule is Friday – Friday 24/7 as needed, and rotation comes up roughly every 6 weeks.   

Bonus: This position is eligible for monthly bonuses 
Benefits: 

• 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 

Responsibilities:

• 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 in a timely manner. 
• Troubleshoot and resolve technical issues related to hardware, software, network connectivity, and peripherals. 
• Perform root cause analysis for recurring incidents and suggest process or technical improvements. 
• Maintain thorough documentation of incidents, actions taken, and resolutions in the ticketing system (e.g., ConnectWise, Autotask). 
• Collaborate with Tier 3 and project teams for infrastructure upgrades, deployments, and client onboarding. 
• Maintain SLAs and ensure high customer satisfaction through professional communication and follow-up. 
• Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions for future reference. 
• Contribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips.

Qualifications:

• 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 (responding, assigning, closing and following up on help desk request tickets) 
• 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  

Why Join EO?
At EO, our employees are what makes us special. We are a highly collaborative company with a very involved senior leadership team that invests in their staff. We strive to be a company where every employee has a voice, everyone takes pride in their work and gets satisfaction from helping people, and where every employee is constantly learning and driving improvements.   
  
We are aligned through our core values and seek employees that embody these:  

• Service – we are dedicated to providing EFFORTLESS support and solutions. We ensure client and end user satisfaction in every interaction.   
• CWC – this stands for Communicate, Work, Communicate, because communication is twice as important as the work we do.   
• Perspective – we embrace the customer’s viewpoint to inspire confidence and meet expectations.  
• Efficiency – we maximize output and minimize wasted time, effort, and resources.  
• Passion – we bring energy and enthusiasm to everything we do and are driven by a commitment to excellence.   
• Reliability – we consistency delivery on promises, follow through on commitments, and are dependable in all situations.   
• Merit – we recognize and reward talent, hard work, and the pursuit of excellence.   

Inclusion & Equal Opportunity Employment
Effortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.