United States onlyWe’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
New Zealand only