Technical Support Analyst

Role Overview

• 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.

Tech Stack

• Azure
• Cloud
• DNS
• ITSM
• ServiceNow
• TCP/IP

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.