Technical Support Analyst II
Core
Provide advanced Level 2 remote endpoint support for hardware, software, OS, network, and mobile device issues across International and Americas regions.
Role type
Senior IC technical support analyst (endpoint management)
Builds
Stable enterprise endpoint environments and high-quality end-user experience
Domain
IT Services / Enterprise Endpoint Management
Required skills
Windows/macOS troubleshooting, Active Directory, PowerShell scripting, remote access tools, ticketing systems, mobile device management, system patching, technical documentation
Preferred skills
CompTIA A+/Network+, Microsoft MCP/MCSA, Cisco CCNA, ITIL Foundation
Technologies
Workspace ONE, ServiceNow, ServiceManager, ServiceDesk+, TeamViewer, RDP, PowerShell
Responsibilities
Diagnose and resolve complex technical issues escalated from Tier 1; manage configurations and enforce compliance policies; create and maintain technical documentation; collaborate with onshore/offshore teams for 24x7 coverage; perform system upgrades and hardware diagnostics.
Seniority
Mid-level, hands-on IC