Technical Support Analyst - Level 2

We are looking for an experienced Tier 2 Technical Support Analyst to handle advanced technical issues, support client environments, and serve as an escalation point for our Tier 1 technicians.

What You’ll Do

• Serve as an escalation point for Tier 1 technicians
• Troubleshoot complex network, cloud, identity, workstation, and Microsoft 365 issues
• Configure and troubleshoot Cisco Meraki firewalls, switches, wireless networks, and VPNs
• Administer and troubleshoot Microsoft Entra ID and Microsoft 365
• Support authentication, MFA, Conditional Access, permissions, DNS, DHCP, VLANs, and connectivity issues
• Document troubleshooting steps and resolutions clearly
• Communicate effectively with clients and internal team members
• Assist with infrastructure projects, migrations, and deployments
• Participate in the after-hours on-call rotation

• Minimum 3 years of professional IT experience
• Strong networking knowledge and troubleshooting skills
• Strong experience with Cisco Meraki
• Strong experience with Microsoft Entra ID and Microsoft 365
• Solid understanding of DNS, DHCP, VLANs, VPNs, routing, switching, firewalls, and Wi-Fi
• Strong analytical and problem-solving skills
• Excellent written and verbal communication
• Ability to work independently and take ownership of issues
• Comfortable serving as a technical escalation resource for junior technicians

Preferred Qualifications

• AZ-900 or SC-900
• Microsoft, Cisco Meraki, CompTIA Network+, or Security+ certifications
• Previous MSP experience

The Right Fit

We are looking for someone who is technically strong, analytical, dependable, and able to communicate well with both clients and teammates.

You should enjoy solving difficult problems, finding root causes, helping less experienced technicians grow, and taking ownership of issues through resolution.

Eola Technology Partners is a growing Managed Service Provider focused on simplifying IT and amplifying business for our clients.