Technology Service Center Analyt II

Technology Service Center Analyst II – Advanced Windows 11, Windows Server & Infrastructure Support

Position Summary

The Symbits Technology Service Center Analyst II provides advanced technical support—both remote and onsite—to small and medium‑sized businesses. As a second‑tier escalation point, this role focuses on resolving complex issues involving Windows 11 desktops, Windows Server environments, client–server applications, network infrastructure, and cloud services. The Analyst II plays a critical role in maintaining a secure, stable, and efficient IT ecosystem while mentoring junior technicians and contributing to continuous service improvement.

The ideal candidate demonstrates strong troubleshooting ability, excellent communication skills, and the ability to resolve technical challenges efficiently while supporting the growth of Level 1 team members.

Responsibilities

🖥️ Advanced Desktop, Application & Device Support

• Respond to escalated Help Desk tickets requiring Level 2 expertise.
• Perform advanced diagnosis and resolution of complex Windows 11 desktop, application, and performance issues.
• Troubleshoot client–server application issues, including connectivity, authentication, service dependencies, and basic server‑side checks.
• Install, configure, and maintain workstations, laptops, mobile devices, and connected peripherals (printers, scanners, VoIP phones, docking stations, etc.).
• Support advanced Microsoft 365 application issues, synchronization problems, and user‑level cloud service errors.

🖧 Windows Server & Client–Server Troubleshooting

• Perform basic Windows Server troubleshooting, including service status checks, event log review, resource utilization, and connectivity validation.
• Assist with diagnosing issues involving file/print services, shared resources, and server‑hosted applications.
• Troubleshoot client–server communication problems, including firewall rules, DNS resolution, permissions, and service availability.
• Escalate complex server‑level issues to senior engineers when deeper remediation is required.

🔐 Directory Services & System Administration

• Perform advanced Active Directory administration, including user and group management, Group Policy troubleshooting, permissions analysis, and authentication issue resolution.
• Assist with workstation imaging, deployment processes, and endpoint configuration standards.
• Support server environments with monitoring, patching assistance, and escalation‑level troubleshooting.

🌐 Network & Infrastructure Support

• Troubleshoot and support network infrastructure components such as routers, switches, firewalls, wireless access points, and ISP‑related connectivity issues.
• Diagnose issues involving TCP/IP, DNS, DHCP, VLANs, VPN connectivity, and network performance.
• Monitor system and network performance to proactively identify and address potential issues.

☁️ Cloud & Microsoft 365 Support

• Assist with implementation, configuration, and support of Microsoft 365 services, Azure AD, and cloud‑based solutions.
• Troubleshoot identity, licensing, synchronization, and access issues across cloud platforms.

📝 Documentation & Process Improvement

• Document troubleshooting steps, root cause analysis, and resolutions in the service management system.
• Contribute to internal documentation, SOPs, and knowledge base articles to improve team efficiency and consistency.

🤝 Team Collaboration & Mentorship

• Provide guidance, coaching, and technical assistance to Level 1 technicians.
• Escalate highly complex issues to senior engineers or management when appropriate.
• Participate in after‑hours on‑call rotation as required.
• Support the IT team with additional technical duties and small‑scale projects.

Technical Skills

• 3+ years of experience supporting Microsoft desktop operating systems in a business environment, with strong proficiency in Windows 11.
• Experience with basic Windows Server troubleshooting (services, event logs, roles/features, resource monitoring).
• Understanding of client–server application architecture and troubleshooting fundamentals.
• Strong knowledge of networking concepts including TCP/IP, DNS, DHCP, VLANs, and VPN technologies.
• Experience with Active Directory, Group Policy, and user administration.
• Experience with Microsoft 365 and Azure administration.
• Familiarity with network infrastructure devices (routers, switches, firewalls, wireless access points).
• Experience supporting macOS devices in mixed‑OS environments.

Professional Skills

• Strong troubleshooting, analytical thinking, and problem‑solving abilities.
• Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively within a team.
• Willingness to work after hours or weekends as part of an on‑call rotation.

Preferred

• CompTIA A+ and Network+ certifications (or equivalent)