Tier II Analyst

About the Role

As a Tier II Analyst, you will provide on-site support and remote support for various Tier II technical issues for a Client in Baton Rouge, LA. As an Analyst, you will utilize both your customer service and problem-solving skills to provide exceptional customer experience supporting an Enterprise Metro wide Baton Rouge Customer. Analysts at our Managed Service provider division come from all walks of life and support clients at various technical levels.

What you will do

• Provide on-site support for end users and resolve issues
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
• Provide phone support and issue escalation as necessary
• Handle incidents and requests with a courteous and professional attitude.
• Communicate promptly on the progress of incidents and requests.
• Perform the system changes adhering to organizational policies.
• Log all incidents and requests into one or more ticket entry systems.
• Maintain technical documentation in association with Support Team members.
• Conduct remote desktop troubleshooting for end-users.
• Set up and test desktop computer peripherals.
• Perform IT infrastructure analysis and remediation.
• Support daily technical support activities for desktop, data, network, and server management.
• Participate in regular On-Call rotation.
• Perform other related duties as required and assigned.
• Identifies requests that require projects, new services or a potential upgrade and escalates these opportunities in a timely manner
• Perform as project contributor role occasionally
• Follows best practices as defined by vendor, manufacturer, or Sparkhound defined processes

Are you a fit?

• Associate or bachelor’s degree Field of Study: IT or related technical field or higher
• 3-5 years professional IT job experience
• Experience with an MSP
• Experience in network / IT systems and troubleshooting steps
• 1 years professional experience in any relevant team setting. Ability to understand Managed Services reporting.
• 1 years professional experience managing Virtual Data Center environments.
• 1 years professional experience managing network resources for Palo Alto firewalls, Cisco routers and Ruckus switches.
• Fiercely support client success and exemplify a do-whatever-it-takes attitude.
• Knows fundamental concepts of customer service and can also identify root causes of client problems.
• Proficient in information technology regarding both hardware and software
• Proficient with Microsoft desktop operating systems Windows 10 and 11
• Experience with Microsoft server operating systems, specifically Server 2016, 2019, and 2022
• Ability to administer Microsoft Active Directory and LDAP protocol, setup new users, security groups, group policies, and other admin AD functions.
• Understanding file security management, shared drives, network drives, and their security permissions.
• Experience with Microsoft 365, Exchange Online, OneDrive, EntraID.
• Experience assisting users over the phone to resolve technical issues.
• Remote PC technical support.
• Telephony proficiency a plus –Mitel\ShoreTel desktop phone upgrades, modifications, activations, repairs and troubleshooting.

Measures of Success:

• Accounts for 100% of time worked by documenting in Sparkhound’s PSA
• Follows up daily with client on each open ticket they are assigned to
• Resolves and closes all assigned tickets within 3 days
• Responds to all assigned tickets within defined standards
• Always maintains a professional appearance

Bonus Points for:

• ITIL Certification
• Microsoft Certifications
• Cisco, Fortinet, Meraki, or other Network systems certifications
• Experience with Computer Aided Dispatch and Axon Camera software
• CompTIA A Certification
• HDI – Desktop Support Technician Certification
• Managed Service Provider support experience
• Team leadership or mentoring experience
• Hands on experience with ConnectWise Manage and n-Able by nCentral
• Hands on Experience with Microsoft Intune and VDI