The Support Analyst II provides advanced technical support within the first-level team, focusing on complex troubleshooting, service reliability, and customer assistance. Responsible for meeting ITIL service KPIs, this role operates in a knowledge-driven environment and may specialize in areas like identity, security, networking, infrastructure systems, cloud services, or endpoint management. Analysts move between support levels as their skills develop and play a vital part in delivering consistent IT services to a medium-sized business with 30+ subsidiaries. Key duties include managing service requests and incidents, conducting routine maintenance, participating in operational projects, and supporting technology life cycle management.

Key Responsibilities

Customer Support & Service Delivery

• Provide load-balanced first level technical support received from Support Analyst I team members, applying deeper analysis and advanced troubleshooting.
• Ensure escalations are of high quality, thoroughly documented, and resolved within Service Level Agreements (SLA).
• Achieve high First Call Resolution (FCR) by efficiently resolving common issues and routine requests upon initial contact.
• Deliver a positive, customer-focused experience through clear communication and consistent follow-through on support requests.
• Maintain high quality escalation hygiene, SLA compliance, and low Mean Time to Resolution.
• Perform routine maintenance and change requests to maintain service quality, cost effectiveness, and efficiency.
• Achieve high customer satisfaction scores through personalized and consistent support.
• Follow established Standard Operating Procedures (SOPs), workflows, and escalation rules to maintain operational consistency.
• Provide coaching, feedback, and support to first level analysts.
• Support onboarding and offboarding processes, as well as other routine operational tasks.

Technical Skills and Experience

• Bachelor's degree in IT, Computer Science, or related field preferred. 
• A minimum of three years' experience working in a helpdesk or service desk setting is required.
• Demonstrated success in a Support Analyst I role or an equivalent technical support position.
• Knowledge in at least one technical field, such as identity management, networking, security, infrastructure, cloud services, endpoints, or frameworks like ITIL/ITSM.
• Excellent problem-solving skills to effectively identify and address technical challenges.
• Strong experience in computer imaging and deployment of hardware/software.
• Practical expertise in diagnosing and fixing issues related to hardware, software, and networks.
• Familiarity with Microsoft 365 cloud solutions (preferred), third-party SaaS applications, email security systems (preferred), enterprise computer endpoints, VOIP, mobile devices (iOS/Android), and audiovisual equipment.