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Technical Support Analyst (Tier 2)

Technical Support Analyst (Tier 2)

USA CyberWichita, KS, USA
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Who We Are

USA Cyber provides managed IT support and strategic technology solutions to organizations that value and invest in technology. We pride ourselves in delivering first class service and support to our clients. Our clients understand the importance of IT security, risk mitigation, and technology-enabled business processes. IT system administration and maintenance, service desk support, backup and disaster recovery, and network security are just some of the things we do. If you enjoy working with clients and a talented team, we are looking for a positive, engaged teammate that likes to learn, serve, and have fun. Our fast paced, ever-changing industry offers ample opportunities to learn and grow, have fun, and make an impact! If this sounds great to you, then come join the USA Cyber team!

The Role

Technical Support Entry Level

What you will do

You will be responsible for supporting our clients and their team members : Triaging inbound support requests, taking client calls, corresponding with end-users, referencing USA Cyber's documentation to resolve client issues, working on routine and install requests, and creating a great client experience.

The Experience You Need to Be Successful

To thrive in this role, you will need customer service experience, a desire to serve, and a strong interest in self-improvement and expanding your professional skillset. Some previous experience with computers or technology is important for success, but this doesn't have to mean directly related prior IT experience. A desire to learn and grow is crucial for success in any role at our company is a non-negotiable.

Responsibilities :

  • Tier 2 incident and problem management, diagnosis, escalation, tracking, and resolution
  • Provide outstanding customer service and a positive support experience by interfacing directly with clients on issues, communicating with clients in a clear, concise manner
  • Troubleshoot and resolve escalated tickets
  • Follow established processes and standards, identify and propose improvements as necessary
  • Maintain a high-level knowledge of desktop, network, and mobile technologies
  • Assist in developing technical documentation to improve training and service delivery
  • Act as a resource on projects
  • Provide regular onsite support for escalated issues, deployments, and troubleshooting
  • Provide after hours and on-call support as needed
  • Perform other duties as assigned

Requirements :

  • 3-4 years industry experience, preferably in a managed services provider environment
  • Experience working in a team environment
  • Ability and comfort with working directly with clients
  • Excellent documentation skills, ability to write technical processes and procedures
  • License and personal vehicle, willingness to travel within the Wichita area

    • Technical Skills :

  • Experience installing and supporting Microsoft Windows Operating Systems
  • Experience installing and supporting Mac Operating Systems a plus
  • Strong experience with Microsoft Small Business Server, Windows Server, Exchange
  • Virus / malware remediation
  • Knowledge of network protocols, technologies, services, and monitoring tools
  • Troubleshooting WAN / LAN technologies and associated routing and security
  • VPN technologies
  • Smartphones and tablets
  • Ability to read and understand error and application logs, event viewer and diagnose advanced problems
  • Understanding of priority levels and escalation processes
  • Understanding of DNS and movement of MX and A records
  • Active Directory and Group Policy application
  • Microsoft Azure AD / Entra ID
  • Microsoft Intune (Device Management / Autopilot)
  • Microsoft 365 Administration (Exchange Online, SharePoint, Teams)
  • Basic scripting or automation (PowerShell preferred)
  • Backup and disaster recovery tools (Datto, Veeam, etc.)
  • Remote monitoring and management (RMM) platforms
  • Ticketing systems (e.g., ConnectWise, Autotask)

    • What We Offer

    You will have the opportunity to enjoy a comprehensive benefits package including :

  • Company-paid certifications and training
  • Medical
  • Dental
  • Vision
  • 401k
  • Paid Time Off
  • Short and Long Term Disability
  • Hybrid work environment

    • Job Type : Full-time, direct-hire

    Job Posted by ApplicantPro

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    Technical Support Analyst • Wichita, KS, USA