{"id":3961113,"url":"https://alion.io/job/effortless-office-it-tech-support-tier-2-analyst","title":"IT Tech Support - Tier 2 Analyst","company":{"id":4527449,"name":"Effortless Office","domain":"effortlessoffice.com","url":"https://alion.io/company/effortless-office","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":24,"max":26,"currency":"USD","period":"hour","gross":null,"usd_annual":52000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DNS","optional":false},{"name":"VMWare","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-11-09T08:52:37Z","employer_posted_date":null,"last_verified_at":"2026-11-09T08:52:37Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"About Us:\nEffortless 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. \nAbout the Role:\nThe Tier 2 Support Analyst serves as high-level support for escalated complex issues in areas including: hardware, application support, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. Tier 2s also serve as leaders on their team by providing mentorship and training to Tier 1 Analysts, managing ticket workflows, assigning tickets, and developing KBs. It is paramount that this role is passionate about providing quality support for end users, is tenacious in finding solutions, loves teaching others, and cares about creating clear documentation and SOPs. \nLocation: Remote Schedule: Monday - Friday 8:00am - 5:00pm pacific\n\nOn-Call Rotation: Tier 2s are placed into rotation for on-call after their 90-day probation period. On call schedule is Friday – Friday 24/7 as needed, and rotation comes up roughly every 6 weeks. \nBonus: This position is eligible for monthly bonuses \nBenefits: \nHealth, dental, and vision insurance \n\n401K + employer match \n\nPaid time off and holidays \n\nOpportunities for career growth and development \n\nFormal and structured mentorship \n\nTraining and certification support \n\nResponsibilities:\n\nProvide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system. \n\nRespond to and resolve escalated service tickets from Tier 1 analysts in a timely manner. \n\nTroubleshoot and resolve technical issues related to hardware, software, network connectivity, and peripherals. \n\nPerform root cause analysis for recurring incidents and suggest process or technical improvements. \n\nMaintain thorough documentation of incidents, actions taken, and resolutions in the ticketing system (e.g., ConnectWise, Autotask). \n\nCollaborate with Tier 3 and project teams for infrastructure upgrades, deployments, and client onboarding. \n\nMaintain SLAs and ensure high customer satisfaction through professional communication and follow-up. \n\nMaintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions for future reference. \n\nContribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips.\n\nQualifications:\n\nHigh School diploma or equivalent (Degree preferred) \n\n3-7 Years of IT, Help Desk and/or MSP experience \n\nRequired Certifications: MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA \n\nPreferred Certifications: VMware Certified Professional (VCP) and Microsoft 365 Certified: Administrator Expert \n\nExcellent inter-personal skills; as good with people as you are with computers \n\nUndefeatable attitude: being okay with not knowing the answer, yet confident in ability to figure it out \n\nExperience providing phone support; with strong awareness of positive phone etiquette \n\nExperience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets) \n\nExperience with networking and managing/configuring servers \n\nExperience with Office 365 administration, Azure AD, and VMWare \n\nExperience with Group Policy \n\nExperience with DNS (both public and private) \n\nExperience with RMM (Remote Management & Monitoring) systems (preferably Kaseya) \n\nAbility to provide 24/7 on-call support during rotation schedule \n\nWhy Join EO?\nAt EO, our employees are what makes us special. We are a highly collaborative company with a very involved senior leadership team that invests in their staff. We strive to be a company where every employee has a voice, everyone takes pride in their work and gets satisfaction from helping people, and where every employee is constantly learning and driving improvements.   \n  We are aligned through our core values and seek employees that embody these:  \n\nService – we are dedicated to providing EFFORTLESS support and solutions. We ensure client and end user satisfaction in every interaction.   \n\nCWC – this stands for Communicate, Work, Communicate, because communication is twice as important as the work we do.   \n\nPerspective – we embrace the customer’s viewpoint to inspire confidence and meet expectations.  \n\nEfficiency – we maximize output and minimize wasted time, effort, and resources.  \n\nPassion – we bring energy and enthusiasm to everything we do and are driven by a commitment to excellence.   \n\nReliability – we consistency delivery on promises, follow through on commitments, and are dependable in all situations.   \n\nMerit – we recognize and reward talent, hard work, and the pursuit of excellence.   \n\nInclusion & Equal Opportunity Employment\nEffortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.  \nOriginally posted on Himalayas","description_format":"text","description_chars":5395,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-09T11:28:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["seen:0","win:early"],"computed_at":"2026-11-10T06:52:35Z"},"pay":{"stated_usd_annual":52000,"is_top_pay":false},"html_url":"https://alion.io/job/effortless-office-it-tech-support-tier-2-analyst","json_url":"https://alion.io/job/effortless-office-it-tech-support-tier-2-analyst.json","meta":{"generated_at":"2026-11-11T01:13:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":295,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4527449},"rest":"https://alion.io/mcp/rest/get_company?id=4527449"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feffortless-office-it-tech-support-tier-2-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feffortless-office-it-tech-support-tier-2-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feffortless-office-it-tech-support-tier-2-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/effortless-office-it-tech-support-tier-2-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feffortless-office-it-tech-support-tier-2-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3961113}},{"tool":"search_jobs","arguments":{"company":"effortlessoffice.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3961113},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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