IT Support Analyst II

- Address L2 tickets escalated from client L1 teams and resolve them within specified SLA. - Assess incidents across software, hardware, and network disciplines to identify root causes swiftly. - Troubleshoot Microsoft 365 issues related to Exchange Online, Teams, SharePoint, and Entra ID (Azure AD). - Manage VPN access, addressing remote connectivity and authentication issues for end-users. - Provision, patch, and resolve issues on virtual machines in environments such as VMware vSphere, Hyper-V, or Azure, based on client requirements. - Provide support for Windows Server and Active Directory, handling GPO issues, DNS, DHCP, authentication failures, and access requests. - Deliver platform-specific assistance for enterprise systems like Oracle WAM, OnBase, and GIS, as necessary per client engagements. - Facilitate system upgrades, organize patching schedules, and conduct incident root cause analysis for recurring problems. - Examine ticket trends, contribute to problem management efforts, and identify avenues for automation or self-service enhancements. - Document solutions and disseminate knowledge back to Level 1 support staff to enable quicker resolutions for repeated issues. - Collaborate with L3 engineers, vendor support teams, and client IT leadership when issues require cross-functional assistance. - Manage change requests in accordance with each clients change-control processes (RFCs, CAB approvals as applicable). - Participate in on-call coverage rotations to meet specific client SLAs.