IT Tech Support - Tier 2 NOC Analyst

About Us: Effortless Office partners with our customers to make IT effortless so they can focus on their business. As a Hybrid Managed Services Provider (MSP) with a focus on providing world-class customer experience, we deliver and fully support secure cloud solutions as well as comprehensive managed IT and network services. About the Role: As a Tier 2 NOC Analyst, you will monitor client environments using various RMM, monitoring, and alerting tools, respond to afterhours incidents, and provide escalation support to Service Delivery Teams. You will handle incoming service requests, perform root cause analysis, follow defined Knowledge Base (KB) articles, and contribute to KB documentation. This position requires technical acumen, attention to detail, and the ability to work independently during non-business hours. Location: Remote Schedule: Tuesday - Saturday 7:00 pm - 4:00 am pacific Bonus: This position is eligible for monthly bonuses Benefits: Health, dental, and vision insurance 401K + employer match Paid time off and holidays Opportunities for career growth and development Formal and structured mentorship Training and certification support Responsibilities: Monitoring & Alert Management Monitor dashboards, alerts, and notifications from RMM, SIEM, backup, and other platforms. Triage, validate, and respond to system, network, and application alerts. Ticket Handling & Service Requests Respond to incoming service requests, incidents, and changes during afterhours. Prioritize and process tickets according to SLA, impact, and urgency. Update ticket notes, status, and resolution steps in AutoTask. Incident Escalation & Communication Escalate unresolved issues to Tier 3 or on-call teams as necessary. Communicate incident impact and timelines to internal stakeholders. Troubleshooting & Resolution Troubleshoot system performance issues, failed backups, service outages, and connectivity problems. Work with firewalls, servers, network equipment, and cloud platforms under guidance or KBs. Execute scripts, tools, and diagnostics as needed for alert resolution. Documentation & SOP Contribution Update tickets, shift handoff notes, and KB articles with resolution steps and improvements. Participate in recurring reviews to improve alert accuracy and triage processes. Qualifications: High School diploma or equivalent (Degree preferred) 3-7 Years of IT, Help Desk and/or MSP experience Required Certifications: MS-102: Microsoft 365 Administrator and CompTIA Net+ or CCNA Preferred Certifications: VMware Certified Professional (VCP) and Microsoft 365 Certified: Administrator Expert Excellent inter-personal skills; as good with people as you are with computers Undefeatable attitude: being okay with not knowing the answer, yet confident in ability to figure it out Experience providing phone support; with strong awareness of positive phone etiquette Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets) Experience with networking and managing/configuring servers Experience with Office 365 administration, Azure AD, and VMWare Experience with Group Policy Experience with DNS (both public and private) Experience with RMM (Remote Management & Monitoring) systems (preferably Kaseya) Ability to provide 24/7 on-call support during rotation schedule Why Join EO? At EO, our employees are what makes us special. We are a highly collaborative company with a very involved senior leadership team that invests in their staff. We strive to be a company where every employee has a voice, everyone takes pride in their work and gets satisfaction from helping people, and where every employee is constantly learning and driving improvements. We are aligned through our core values and seek employees that embody these: Service – we are dedicated to providing EFFORTLESS support and solutions. We ensure client and end user satisfaction in every interaction. CWC – this stands for Communicate, Work, Communicate, because communication is twice as important as the work we do. Perspective – we embrace the customer’s viewpoint to inspire confidence and meet expectations. Efficiency – we maximize output and minimize wasted time, effort, and resources. Passion – we bring energy and enthusiasm to everything we do and are driven by a commitment to excellence. Reliability – we consistency delivery on promises, follow through on commitments, and are dependable in all situations. Merit – we recognize and reward talent, hard work, and the pursuit of excellence. Inclusion & Equal Opportunity Employment Effortless Office is an equal opportunity employer committed to Diversity, Inclusion & Belonging. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.