XTN-F143588 | 2ND LINE TECHNICAL TEAM ANALYST

We’re looking for a proactive and technically skilled 2nd Line Technical Team Analyst to join our growing team. In this role, you’ll work directly with clients to support and troubleshoot a wide range of technologies including Microsoft 365, Azure, Intune, Windows, macOS, desktop and server environments, and networking products. You’ll also play a key role in mentoring the 1st line team and contributing to product innovation.

• A collaborative and supportive team culture
• Opportunities for professional development and certification
• Exposure to cutting-edge technologies and global clients
• Competitive compensation and benefits

• Deliver outstanding customer service with empathy, clarity, and professionalism
• Provide 2nd line technical support across Microsoft 365, Azure, Intune, Windows, macOS, and networking environments
• Act as the technical escalation point for the 1st line support team, offering guidance and resolution for complex issues
• Manage and maintain server and desktop infrastructure using industry-standard tools
• Troubleshoot and resolve issues related to hardware, software, and network systems
• Assist with the research and development of new products and services to enhance client offerings
• Collaborate with internal teams to ensure seamless service delivery and client satisfaction
• Document solutions, maintain accurate ticket records, and contribute to internal knowledge bases
• Stay up to date with emerging technologies and recommend improvements where applicable

• Experience in a technical support or IT helpdesk role (preferably 2nd line or higher)
• Strong working knowledge of Microsoft 365, Azure, Intune, Windows OS, and macOS
• Familiarity with server management tools and networking products (e.g., firewalls, switches, routers)
• Excellent troubleshooting, communication, and customer service skills
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Relevant certifications (e.g., Microsoft, CompTIA, Cisco) are a plus

Originally posted on Himalayas