Service Delivery Tier 2 Analyst

Please note - this is for a Daybreaker shift (3:30 am - 12:30 pm PST)

About Us:
Effortless Office partners with innovative organizations to make IT effortless - so they can focus on their business. As a Hybrid Managed Services Provider, we deliver and fully support secure cloud products and services giving customers a single solution provider for entire IT environments. We are revolutionizing how organizations leverage technology to do work. Since this is a growing industry, and we are committed to providing an excellent customer experience for our clients, this is a great place to learn, grow and prosper.

"We are passionate about what we do, we work hard to be excellent, and we promote based on merit."

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 telephony (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 (CompTIA, Microsoft, VMWare, etc.)

Required Qualifications and Job Description:
• Excellent inter-personal skills; as good with people as you are with computers.
• 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
• Microsoft Outlook and corporate email systems (interfacing at a high level like accounts and connection to the server).
• 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.
• A college degree or equivalent work experience (4+ years)
• Excellent communication, presentation, writing and editorial abilities
• 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

Desired Qualifications: • Experience with enterprise class level networking. • Scripting – basic logon scripts, etc. • Excellent customer support experience, understanding and creative personality. • Higher education or small/mid-sized business IT production experience. • Experience with desktop imaging • Experience in USB and Wireless printer analysis to include setup, redirection and resolution issues. • Experience with VMware • N+ and/or MCSE Certifications

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: Monday - Friday 3:30 am - 12:30 pm PST (plus on-call rotation)
Benefits:
• Health, dental, and vision insurance
• 401K
• Paid time off and holidays
• Opportunities for career growth and development
• Training and certification support

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