GSD Analyst Level II
Core
L2 IT support analyst handling escalations, advanced troubleshooting, and asset management for global operations.
Role type
Senior IC IT Support Analyst (Level 2)
Builds
IT infrastructure stability, user access, and hardware/software lifecycle management
Domain
IT Operations / Enterprise Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Windows/macOS troubleshooting, M365 administration (Exchange, Teams, Intune, Entra ID), Jira ITSM, SFTP/FTP troubleshooting, hardware/software asset management, incident ownership
Preferred skills
PowerShell scripting, Intune/SCCM, Autopilot, Patch-My-PC, PDQ, Confluence, SOC2 compliance awareness, AI tools in IT support
Technologies
Windows, macOS, M365, Exchange, Teams, SharePoint, Intune, Entra ID, Jira, SFTP, Autopilot, Intune, SCCM, PDQ, Patch-My-PC, Confluence
Responsibilities
Handle escalations from L1 with advanced troubleshooting; manage user provisioning/de-provisioning and access; troubleshoot SFTP client connections; perform OS, networking, and endpoint security troubleshooting; manage endpoint provisioning, patching, and vulnerability remediation; monitor production and high-severity alerts; validate hardware/software assets and licenses; execute sprint projects and automation initiatives
Seniority
Mid-level, hands-on IC
