[Hiring] IT Tech Support - Tier 2 NOC Analyst @Effortless Office

Role Description

As a Tier 2 NOC Analyst, you will monitor client environments using various RMM, monitoring, and alerting tools, respond to afterhours incidents, and provide escalation support to Service Delivery Teams. This position requires technical acumen, attention to detail, and the ability to work independently during non-business hours.

• Location: Remote
• Schedule: Tuesday - Saturday 7:00 pm - 4:00 am pacific
• Bonus: This position is eligible for monthly bonuses

Responsibilities

• Monitoring & Alert Management
  • Monitor dashboards, alerts, and notifications from RMM, SIEM, backup, and other platforms.
  • Triage, validate, and respond to system, network, and application alerts.
• Ticket Handling & Service Requests
  • Respond to incoming service requests, incidents, and changes during afterhours.
  • Prioritize and process tickets according to SLA, impact, and urgency.
  • Update ticket notes, status, and resolution steps in AutoTask.
• Incident Escalation & Communication
  • Escalate unresolved issues to Tier 3 or on-call teams as necessary.
  • Communicate incident impact and timelines to internal stakeholders.
• Troubleshooting & Resolution
  • Troubleshoot system performance issues, failed backups, service outages, and connectivity problems.
  • Work with firewalls, servers, network equipment, and cloud platforms under guidance or KBs.
  • Execute scripts, tools, and diagnostics as needed for alert resolution.
• Documentation & SOP Contribution
  • Update tickets, shift handoff notes, and KB articles with resolution steps and improvements.
  • Participate in recurring reviews to improve alert accuracy and triage processes.

Qualifications

• High School diploma or equivalent (Degree preferred)
• 3-7 Years of IT, Help Desk and/or MSP experience
• Required Certifications: MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA
• Preferred Certifications: VMware Certified Professional (VCP) and Microsoft 365 Certified: Administrator Expert
• Excellent inter-personal skills; as good with people as you are with computers
• Undefeatable attitude: being okay with not knowing the answer, yet confident in ability to figure it out
• Experience providing phone support; with strong awareness of positive phone etiquette
• Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets)
• Experience with networking and managing/configuring servers
• Experience with Office 365 administration, Azure AD, and VMWare
• Experience with Group Policy
• Experience with DNS (both public and private)
• Experience with RMM (Remote Management & Monitoring) systems (preferably Kaseya)
• Ability to provide 24/7 on-call support during rotation schedule

Benefits

• Health, dental, and vision insurance
• 401K + employer match
• Paid time off and holidays
• Opportunities for career growth and development
• Formal and structured mentorship
• Training and certification support