IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
About the role
- Technical Support Analyst providing Level 2-3 support for Microsoft 365 and cloud services. Handling incident triage and escalation in a hybrid work environment.
Responsibilities
- Perform Level 2–3 triage, diagnosis, and remediation for cloud and endpoint incidents (Microsoft 365, Entra ID, Intune-managed devices), including service health review, audit/log analysis, and root-cause identification.
- Provide remote support via RMM/remote-control tools; coordinate escalations to internal teams and third parties (ISPs/MSPs/SaaS vendors) and open/manage cases with Microsoft support as required through to resolution.
- Administer and troubleshoot Microsoft 365 (Exchange Online, Teams, OneDrive/SharePoint) and cloud identity in Entra ID (user/group lifecycle, licensing, MFA/SSPR, Conditional Access basics) to maintain secure access to SaaS applications.
- Handle escalated tickets requiring advanced analysis; identify trends, contribute to problem management, document permanent fixes, and provide knowledge transfer on cloud platforms to Level 1 support.
- Support cloud connectivity and access paths across multiple sites: DNS/DHCP, VPN, proxy settings, and Wi‑Fi; collaborate with network partners/providers to resolve outages and performance issues impacting Microsoft 365 and other SaaS services.
- Perform structured troubleshooting and RCA; create/maintain runbooks and KB articles, and recommend preventative controls to reduce repeat incidents.
- Maintain accurate CMDB/asset inventory (hardware, software, licenses), including lifecycle tracking, procurement coordination, and secure disposition.
- Record all work in the ITSM ticketing system (incidents/requests/changes), ensuring accurate categorization, clear technical notes, and adherence to SLA/OLA targets.
- Implement standard, cloud-managed solutions for end-user computing (Intune configuration profiles, compliance policies, security baselines; Windows Autopilot where applicable) to improve reliability and user experience.
- Support rollouts and small projects including Microsoft 365 enhancements, Intune/Autopilot deployments, SaaS onboarding/offboarding, and identity access improvements; assist with testing, change communications, and post-implementation verification.
- Operate with a customer-first mindset while following Cogir standards for security, privacy, and service excellence.
Requirements
- Education: College diploma or university degree in a relevant IT field.
- Experience: 2–3 years in Level 2 technical support (service desk or field) supporting multiple sites/locations and diverse user groups.
- Strong technical knowledge of Microsoft cloud services: Microsoft 365 administration (Exchange Online, Teams, SharePoint/OneDrive), cloud identity (Active Directory + Entra ID/Azure AD), and modern device management with Intune.
- Working knowledge of how users securely access cloud services: TCP/IP, DNS, VPN, and fundamentals of SSO and modern authentication concepts (MFA, OAuth/SAML terminology) in a Microsoft 365/Entra environment.
- Hands-on experience with ITIL processes (incident, request, problem, change) and ITSM platforms (e.g., Zendesk, SysAid, ServiceNow, ManageEngine), including SLA management and knowledge article creation.
- Working knowledge of modern endpoint management: Intune enrollment and policy troubleshooting, compliance reporting, Windows Update/patching coordination, BitLocker/MFA basics, and PowerShell (plus exposure to Microsoft Graph/automation) to streamline support tasks.
- Certifications (preferred): ITIL Foundation and/or cloud-focused certifications (e.g., Microsoft Fundamentals/Associate-level certifications) and/or CompTIA A+/Network+.
- Strong problem-solving and multitasking skills in a fast-paced environment.
- Excellent interpersonal and communication skills—ability to translate tech solutions into user-friendly terms.
- Valid driver’s license is required.
Benefits
- Competitive Salary + Bonus Structure – Recognizing your hard work and contributions.
- Flexible Benefits Package – Includes options for a Health Spending Account to tailor coverage to your needs.
- Hybrid Work Model – This role offers a hybrid work model, requiring 3 days per week in our Support Office.
- Social Committee & Perks – Fun team events, incentives, and exclusive discounts.
- Career Growth Opportunities – Be part of a dynamic, expanding company with room to advance.
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