Tier 2 Support Analyst at Cornerstone TTS
Dallas, TX
About the Job
Job Title: Tier 2 Support Analyst
Location: Dallas, TX (Full-Time Onsite)
Work Schedule: Monday – Friday
Job Overview:
CornerStone Staffing is seeking a Tier 2 Support Analyst to join our client’s IT support team in Dallas, TX. This is a full-time, onsite position where you will play a critical role in providing advanced technical support for a wide range of IT issues. As the escalation point from Tier 1, you will be responsible for diagnosing and resolving complex issues, collaborating with other teams, and ensuring the smooth operation of IT systems and applications.
Key Responsibilities:
- Incident Resolution: Provide Tier 2 support, resolving escalated technical issues related to hardware, software, and networking.
- Troubleshooting and Diagnosis: Perform detailed analysis and troubleshooting for system outages, application errors, and configuration problems.
- Technical Escalations: Collaborate with Tier 3 support, development teams, or vendors to resolve more complex issues.
- System and Application Support: Maintain core IT systems to ensure optimal performance for business operations.
- Documentation and Reporting: Create thorough documentation of troubleshooting steps and solutions. Generate regular reports on support activity.
- Process Improvements: Identify recurring issues and suggest improvements to reduce their frequency.
- Customer Service: Provide exceptional communication and support, keeping users informed throughout the resolution process.
- Incident Management: Use IT service management tools to track, manage, and resolve issues within SLAs.
Technical Stack:
- Operating Systems: Proficiency in Windows and Linux server environments.
- Networking: Solid understanding of TCP/IP, DNS, DHCP, and VPNs.
- Monitoring Tools: Experience with tools such as Nagios, Zabbix, or SolarWinds for proactive system monitoring.
- Database Management: Basic knowledge of SQL for troubleshooting database connectivity issues.
- Scripting: Familiarity with PowerShell, Bash, or Python for automation tasks.
- ITSM Tools: Experience using ServiceNow, Jira, or similar platforms for incident tracking.
- Cloud Services: Knowledge of AWS or Azure for managing cloud infrastructure.
- Application Support: Experience supporting custom-built enterprise applications.
- Security: Awareness of security practices and tools to maintain system security.
Qualifications:
- Experience: 3+ years of experience in IT support, with a focus on Tier 2 responsibilities.
- Certifications: CompTIA Network+, MCSE, or AWS Certified Solutions Architect are preferred.
- Communication: Excellent verbal and written skills to interact with both technical and non-technical stakeholders.
Soft Skills:
- Strong problem-solving abilities and attention to detail.
- Ability to manage multiple issues simultaneously while meeting deadlines.
- Collaborative mindset and customer-focused approach.
Salary
30 - 35 /hour