Tier 2 Technical Analyst

Responsibilities

• troubleshoot and resolve intermediate to advanced technical issues, working remotely or onsite at client locations as needed
• follow established processes to minimize client downtime and resolve issues accurately, often on first contact, with minimal rework or escalation
• communicate with clients at every stage of the ticket lifecycle; gathering information, explaining solutions clearly, and keeping them informed throughout the process
• ensure all work is fully documented in Autotask and IT Glue with every ticket, including steps taken, resolution details, time entries, ticket titles, and field updates
• maintain working knowledge of supported systems, platforms, and tools including Microsoft 365, Azure, Windows 10/11, Windows Server, line-of-business applications, printers, SMTP, networking, and security and remote monitoring stack
• identify recurring issues, misconfigurations, and outdated systems and ...