Job Title: Technology Support Analyst II
Location-Remote
Job Summary
We are looking for a Technology Support Analyst II to provide advanced technical support for end-users and IT systems. The role involves troubleshooting complex issues, resolving incidents, and ensuring smooth operation of hardware, software, and business applications.
Key Responsibilities
Location-Remote
Job Summary
We are looking for a Technology Support Analyst II to provide advanced technical support for end-users and IT systems. The role involves troubleshooting complex issues, resolving incidents, and ensuring smooth operation of hardware, software, and business applications.
Key Responsibilities
- Provide second-level technical support for hardware, software, and network issues
- Troubleshoot and resolve escalated incidents from Level 1 support
- Support installation, configuration, and maintenance of IT systems and applications
- Monitor system performance and ensure timely issue resolution
- Assist in user account management, access control, and permissions
- Document incidents, solutions, and technical procedures
- Collaborate with other IT teams for issue resolution and system improvements
- Support IT infrastructure upgrades, patches, and deployments
- Ensure adherence to IT policies, procedures, and service level agreements (SLAs)
- Bachelor s degree in Computer Science, IT, or related field
- 2 5 years of experience in IT support or technical support roles
- Strong knowledge of Windows/Mac operating systems and common business applications
- Understanding of networking basics (DNS, DHCP, VPN, etc.)
- Experience with IT ticketing systems (e.g., ServiceNow, Jira, etc.)
- Good troubleshooting and analytical skills
- Strong communication and customer service skills
- ITIL Foundation certification or knowledge of ITIL processes
- Experience supporting enterprise environments
- Familiarity with Active Directory and Office 365 administration
- Basic scripting knowledge (PowerShell or similar)
- 2 5 years