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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Analyst II - **Company:** Bulletproof Solutions - **Location:** United States (Remote available) - **Salary:** $70,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Android Software Development, Apple Mac Systems, Microsoft Azure, VoIP, Business Software, Microsoft Office, Remote Access Technology, Coupa Supplier Portal, Wide Area Networks, Computer Networking Systems, Information Technology, Fortinet, User Administration - **Published:** July 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=bb059b2d30ce4ad6 ## About the Role * A Bachelor's degree in a related technical discipline or a college certificate or diploma in information technology and/or have relevant experience and industry certification. * Solid working knowledge of Microsoft 365/Azure, Microsoft Windows and Microsoft Office programs is a requirement. * Excellent communication and interpersonal skills, exceptional telephone manners and a strong customer service orientation is essential. * Ability to work independently with minimal supervision while handling multiple tasks and changing priorities. * Familiarity with ITIL processes is an asset * Experience with Incident Management and/or Change Management are an asset. * Experience in a hosting environment is an asset. * Any certifications from Microsoft and Fortinet would be an asset. * A valid Driver's License would be an asset. ## Description The Technical Analyst II is responsible for ensuring friendly and professional IT service delivery to all Bulletproof clients, helping Service Desk management to oversee the service delivered by Tier 1 analysts as well as providing escalation support and directly assisting customers with more complex issues that cannot be resolved, in a timely manner, by Tier 1. This position will be responsible for troubleshooting major incidents in Bulletproof clients' network/server/virtual client environments, including occasional on-call or urgent after-hours response to client incidents., * Responds to issues escalated by Tier 1 in a timely fashion. * Corrects end user issues and escalates any issues that cannot be corrected promptly to the appropriate Knowledge Practice group. * Assists client IT personnel in client locations, resolving end user issues. * Performs limited installations and resolves support issues within LAN/WAN environments. * Maintains records, logs and reports of clients' assistance and troubleshooting requests. * Provides hands-on training, training materials and documentation for client equipment for employees when necessary. * Works with leadership in other Knowledge Practices and departments to build a strong understanding of business needs to identify and implement changes, modifications, or new systems and business applications. * Improves technical processes and evaluates interrelationships between systems, identifying how changes may affect a variety of systems within Bulletproof/client infrastructures. * Provides operational support of infrastructure assets including email systems, backup systems, Active Directory/user management, and new user PC/network set-ups, as well as managing Bulletproof's CSP, Knowledge Base, VoIP, and PSA solutions. This may involve solutions from all Bulletproof partners * Monitor and review IT system logs, server security and special services on servers; identifying errors and making modifications as needed. * Resolves issues within the network systems and infrastructure software. Must have the ability to assess a situation quickly and help arrive at the most beneficial resolution for all parties involved. * Maintains confidentiality about any information being processed, stored, or accessed, as required. * Responsible for upholding network and IT environment security measures set by client/Bulletproof policies. * Maintains knowledge of remote access products. * Responsible for attaining and maintaining strong technical knowledge of systems used and provided by Bulletproof (Microsoft 365/Azure, Windows, MacOS, Android &iOS,) * Responsible for assisting Service Desk management in the guidance and mentorship of Tier 1 analysts * Performs other duties as assigned by management. * Responsible for regular review of the Service Desk's IT service requests and incidents to ensure timely resolutions for Bulletproof's clients, as well as to identify and address any customer concerns around customer service, wait times, etc. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [WeAreDevelopers LIVE - Back to CODE100](https://www.wearedevelopers.com/videos/1909-wearedevelopers-live-back-to-code100) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)