We’re looking for a proactive and technically skilled 2nd Line Technical Team Analyst to join our growing team. In this role, you’ll work directly with clients to support and troubleshoot a wide range of technologies including Microsoft 365, Azure, Intune, Windows, macOS, desktop and server environments, and networking products. You’ll also play a key role in mentoring the 1st line team and contributing to product innovation.
– A collaborative and supportive team culture
– Opportunities for professional development and certification
– Exposure to cutting-edge technologies and global clients
– Competitive compensation and benefits
– Deliver outstanding customer service with empathy, clarity, and professionalism
– Provide 2nd line technical support across Microsoft 365, Azure, Intune, Windows, macOS, and networking environments
– Act as the technical escalation point for the 1st line support team, offering guidance and resolution for complex issues
– Manage and maintain server and desktop infrastructure using industry-standard tools
– Troubleshoot and resolve issues related to hardware, software, and network systems
– Assist with the research and development of new products and services to enhance client offerings
– Collaborate with internal teams to ensure seamless service delivery and client satisfaction
– Document solutions, maintain accurate ticket records, and contribute to internal knowledge bases
– Stay up to date with emerging technologies and recommend improvements where applicable
– Experience in a technical support or IT helpdesk role (preferably 2nd line or higher)
– Strong working knowledge of Microsoft 365, Azure, Intune, Windows OS, and macOS
– Familiarity with server management tools and networking products (e.g., firewalls, switches, routers)
– Excellent troubleshooting, communication, and customer service skills
– Ability to work independently and manage multiple priorities in a fast-paced environment
– Relevant certifications (e.g., Microsoft, CompTIA, Cisco) are a plus
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