IT Support Engineer L2

Job Description

IT Support Analyst We're seeking a highly motivated IT Support Analyst to join our dynamic team. You'll play a vital role in keeping our organization's IT infrastructure running smoothly by providing comprehensive technical support to users across various platforms and applications. This role requires a blend of expertise in traditional desktop support alongside familiarity with cloud technologies and Linux integration. You'll troubleshoot a wide range of issues, maintain a strong understanding of security best practices, and ensure seamless operation of our IT environment. Responsibilities: Deliver first-line technical support to internal users via phone, email, and in-person assistance. Diagnose and resolve hardware and software problems on Mac and Windows machines. Manage and configure mobile devices through Mosyle Mobile Device Management (MDM). Assist with user administration and access management within our O365 tenant, including Microsoft licensing optimization. Demonstrate a working knowledge of Microsoft Azure cloud services and their potential applications. Understand basic Linux concepts and common integration challenges with Windows environments. Proactively identify and address potential security threats, upholding IT security protocols. Collaborate with hardware vendors to diagnose and resolve equipment issues, ensuring timely maintenance. Troubleshoot basic network connectivity problems and escalate complex issues when necessary. Document technical issues, solutions, and procedures for future reference and knowledge sharing. Maintain a positive and professional demeanor while interacting with users of varying technical backgrounds. Qualifications: Minimum of 4 years of experience in IT support or a related field. Proven ability to troubleshoot and resolve technical issues in Mac and Windows environments. Solid understanding of Mosyle MDM or similar mobile device management solutions (preferred). Working knowledge of Office 365 administration and Microsoft licensing models. Familiarity with basic network troubleshooting principles and protocols (TCP/IP). Basic understanding of Microsoft Azure cloud services. Working knowledge of Linux fundamentals and common integration challenges with Windows environments. Excellent communication and interpersonal skills, adept at explaining technical concepts to users of varying technical expertise. Ability to work independently, manage multiple tasks effectively, and meet deadlines efficiently. Strong problem-solving and analytical skills with a knack for identifying root causes. Commitment to continuous learning and staying current with evolving technologies.