Information Technology Support Analyst

Job Title: Tier 2 Service Desk Analyst

Location: Hybrid (3 days on-site per week, with flexibility to 2 days on-site based on performance)

Job Purpose

Our client is seeking a dynamic and driven Tier 2 Service Desk Analyst to join their growing IT team. This role is ideal for a rising star who has demonstrated progression from Tier 1 to Tier 2 support within their current organization and is eager to continue advancing their career. The successful candidate will play a key role in ensuring seamless IT support within a hybrid cloud environment, leveraging expertise in both Active Directory and Entra ID/Azure AD, as well as Office 365.

Key Responsibilities

Provide Tier 2 technical support to end users across a hybrid cloud environment, troubleshooting and resolving escalated issues.

Support and administer Active Directory and Entra ID/Azure AD in a hybrid setup.

Manage and troubleshoot Office 365 applications (Outlook, OneDrive, SharePoint, Exchange Admin Center, etc.).

Respond to, manage, and resolve tickets using IT service management tools such as Jira, ServiceNow, Autotask, or similar.

Support and maintain site IT equipment and software, including but not limited to:

Windows 10/11 troubleshooting and support.

Remote site monitoring tools (Meraki or similar).

Enterprise communication platforms (Zoom, Microsoft Teams).

Printers, copiers, scanners, and card readers (liaising with vendors as needed).

Assist with account administration tasks and access management.

Document troubleshooting procedures, resolutions, and best practices in the knowledge base.

Ensure compliance with IT policies, procedures, and regulatory requirements.

Provide mentorship and guidance to Tier 1 support staff.

Work collaboratively with IT leadership to implement service improvement initiatives and enhance user experience.

Qualifications & Skills

Proven experience transitioning from Tier 1 to Tier 2 support within a corporate IT environment.

Hands-on experience with both Active Directory and Entra ID/Azure AD in a hybrid cloud environment.

Strong knowledge of Office 365 and related applications.

Experience troubleshooting Windows OS (10/11) and IT infrastructure components.

Familiarity with remote site monitoring tools (e.g., Meraki) is a plus.

Experience using IT ticketing systems (e.g., Jira, ServiceNow, Autotask) to track and resolve incidents.

Strong problem-solving skills and ability to work independently and collaboratively.

Excellent communication skills with a customer-first mindset.