Service Delivery 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 Position:

Effortless is looking for an enthusiastic, dedicated, and detail-orientated Tier 2 Analyst to join the Service Delivery team. The ideal candidate is an IT technical professional who provides superior support to the end-user experience, with strong technical knowledge in areas including: user end support (desktops, laptops, printers and software), application support, management of help-desk type systems like ticketing systems and imaging software, networking, network printing, audio/video and telephone (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. This individual also serves as high-level support for escalated complex issues.

Education and Experience:

1. High School diploma or equivalent (Degree preferred)

2. 3-7 Years of IT, Help Desk and/or MSP experience

3. Competency Certifications preferred (Net+, Microsoft, VMWare, etc.)

Required Qualifications and Job Description:

• Excellent inter-personal skills; as good with people as you are with computers.
• Having an undefeatable attitude and the tenacity to find solutions. 
• Experience providing high quality customer desktop support for desktop applications and devices such as printers. This includes fast response rates and accurate and thorough resolutions to desktop issues.
• Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets).
• Data administration, retention and recovery experience and knowledge of the different methods and techniques of data retention.
• Experience with
  • Basic networking including wireless, wired, security and basic design.
  • Producing support documentation for supported products.
  • Corporate applications including Microsoft Office and Adobe applications
  • Active Directory account administration
  • Group Policy
  • DNS (both public and private)
  • Office 365 Admin (including Intune, Azure)
  • Working with virtual machines (preferably VMware)
  • RMM (Remote Management & Monitoring) systems (preferably Kaseya)
  • Desktop imaging
  • Basic scripting (preferably in PowerShell)
• A high level of communication skill including written and verbal skills. Verbal skills include the ability to communicate technical I.T. issues to non-I.T. technical staff.
• Excellent organizational and time management skills.
• Security oriented.
• Apply attained experiences and knowledge in solving problems that are intermediate or complex in scope, requiring in-depth evaluation as well as the ability to identify problems in advance and propose solutions
• Require limited supervision and direction; drive results, and set priorities appropriately and independently
• Ability to work on a 24x7 on-call, weekday and weekend schedule
• A passion for IT

Teamwork:

A Tier 2 IT Tech Support agent demonstrates the ability to work harmoniously with others to accomplish tasks, promotes a positive work environment, and demonstrates respect for others. This position is required to communicate effectively with others and provide constructive suggestions to improve team performance. A candidate's reliability to consistently work their required shift will be a considered factor in selecting the right candidate.

Position Details:
Location: Remote 
Hourly Rate: $21 - $26 per hour
Schedule: Day Shift with on-call rotation
Benefits:

• Health, dental, and vision insurance
• 401K with employer match
• Paid time off and holidays
• Opportunities for career growth and development
• Training and certification support