Job Description: Technology Support Analyst II

We are looking for a Technology Support Analyst II to provide technical support for applications, systems, hardware, and IT services. The role will troubleshoot technical issues, support users, monitor systems, and work with internal teams to ensure reliable technology operations., * Provide Tier 2 technical support for hardware, software, applications, and IT systems.

• Troubleshoot and resolve technical issues escalated from Level 1 support.
• Monitor systems and applications for performance, availability, and errors.
• Investigate incidents and identify root causes of recurring issues.
• Manage and resolve support tickets within defined SLAs.
• Assist with system installations, upgrades, patches, and configuration changes.
• Support user accounts, access, permissions, and application configurations.
• Work with infrastructure, engineering, security, and vendor teams to resolve complex issues.
• Document troubleshooting steps, solutions, and known issues in knowledge bases.
• Assist with testing and implementation of new technology solutions.
• Identify opportunities to improve support processes and automate repetitive tasks.
• Participate in on-call or after-hours support when required.

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field, or equivalent experience.
• Strong troubleshooting and problem-solving skills.
• Good understanding of Windows/Linux operating systems and basic networking concepts.
• Experience with ticketing/ITSM tools such as ServiceNow, Jira, or similar.
• Basic knowledge of Active Directory, user access, and permissions.
• Ability to analyze logs and system errors to identify issues.
• Good communication and customer service skills.
• Ability to work independently and collaborate with cross-functional teams.