We’re looking for a proactive and technically skilled 2nd Line Technical Team Analyst to join our growing team. In this role, you’ll work directly with clients to support and troubleshoot a wide range of technologies including Microsoft 365, Azure, Intune, Windows, macOS, desktop and server environments, and networking products. You’ll also play a key role in mentoring the 1st line team and contributing to product innovation.

A collaborative and supportive team culture
Opportunities for professional development and certification
Exposure to cutting-edge technologies and global clients
Competitive compensation and benefits

Deliver outstanding customer service with empathy, clarity, and professionalism
Provide 2nd line technical support across Microsoft 365, Azure, Intune, Windows, macOS, and networking environments
Act as the technical escalation point for the 1st line support team, offering guidance and resolution for complex issues
Manage and maintain server and desktop infrastructure using industry-standard tools
Troubleshoot and resolve issues related to hardware, software, and network systems
Assist with the research and development of new products and services to enhance client offerings
Collaborate with internal teams to ensure seamless service delivery and client satisfaction
Document solutions, maintain accurate ticket records, and contribute to internal knowledge bases
Stay up to date with emerging technologies and recommend improvements where applicable

Experience in a technical support or IT helpdesk role (preferably 2nd line or higher)
Strong working knowledge of Microsoft 365, Azure, Intune, Windows OS, and macOS
Familiarity with server management tools and networking products (e.g., firewalls, switches, routers)
Excellent troubleshooting, communication, and customer service skills
Ability to work independently and manage multiple priorities in a fast-paced environment
Relevant certifications (e.g., Microsoft, CompTIA, Cisco) are a plus

Originally posted on Himalayas

XTN-F143588 | 2ND LINE TECHNICAL TEAM ANALYST

Job Description