Senior Analyst, Tier 2
Core
Escalation point for Level 1 support, diagnosing and resolving complex hardware, software, and connectivity issues for IT environments.
Role type
Senior IT Support Technician (Escalation Tier)
Builds
Maintains and improves systems that keep the organization running
Domain
IT Operations / Microsoft Technology Stack
Required skills
Microsoft 365 administration, Active Directory/Entra ID management, Windows 10/11 administration, PowerShell scripting, TCP/IP networking fundamentals, endpoint management (Intune), troubleshooting complex hardware/software/network issues
Preferred skills
Azure/hybrid cloud support, backup/disaster recovery tools, cybersecurity best practices
Technologies
Microsoft 365, Exchange Online, SharePoint, OneDrive, Microsoft Teams, Microsoft Intune, Active Directory, Entra ID, Windows 10/11, PowerShell, TCP/IP, DNS, DHCP, VPN
Responsibilities
Diagnose and resolve complex hardware, software, and connectivity issues referred from Level 1; Administer Microsoft 365 services (Exchange, SharePoint, OneDrive, Teams, Intune); Manage user accounts, groups, and permissions in Active Directory and Entra ID; Image, configure, and maintain Windows desktops, laptops, and mobile devices; Apply patches, security updates, and endpoint protection policies; Troubleshoot network connectivity issues (Wi-Fi, VPN, local network); Automate routine administrative tasks using PowerShell; Document troubleshooting steps and SOPs; Support employee onboarding/offboarding; Assist with IT projects (migrations, rollouts, upgrades); Maintain asset inventory and licensing records (via careerplan.io/jobs/6208508004-senior-analyst-tier-2-at-kaseya)
Seniority
Senior, hands-on IC
