Technology Service Center Analyst II

Technology Service Center Analyst II at T-ROC Global Technology Service Center Analyst II at T-ROC Global in Miami, Florida Posted in 3 days ago.

Type:

full-time

Job Description:

Technology Service Center Analyst II Advanced Windows 11, Windows Server & Infrastructure Support Position Summary The Technology Service Center Analyst II delivers advanced technical support-both remote and onsite-to small and medium-sized businesses. Serving as a key escalation point, this role focuses on resolving complex issues across Windows 11 environments, Windows Server systems, client-server applications, network infrastructure, and cloud platforms. This position plays a vital role in maintaining a secure, stable, and high-performing IT environment while also mentoring junior technicians and contributing to continuous service improvement initiatives. The ideal candidate is a proactive problem solver with strong communication skills and the ability to efficiently resolve technical challenges while supporting team development. Key Responsibilities Advanced Desktop, Application & Device Support Resolve escalated Help Desk tickets requiring Level 2 expertise Diagnose and troubleshoot complex Windows 11, application, and performance issues Support client-server applications (connectivity, authentication, dependencies) Install, configure, and maintain endpoints and peripherals (PCs, laptops, printers, VoIP devices, etc.) Troubleshoot Microsoft 365 application issues, sync errors, and user-level cloud problems Windows Server & Client-Server Support Perform basic Windows Server troubleshooting (services, logs, performance, connectivity) Support file/print services and server-hosted applications Troubleshoot DNS, firewall rules, permissions, and service availability Escalate advanced server issues to senior engineering teams Directory Services & System Administration Administer Active Directory (users, groups, permissions, Group Policy) Troubleshoot authentication and access issues Assist with workstation imaging, deployment, and endpoint configuration Support patching, monitoring, and escalation-level server troubleshooting Network & Infrastructure Support Troubleshoot routers, switches, firewalls, and wireless access points Diagnose TCP/IP, DNS, DHCP, VLAN, VPN, and connectivity issues Monitor system and network performance to identify risks proactively Cloud & Microsoft 365 Support Support Microsoft 365, Azure AD, and cloud-based services Troubleshoot identity, licensing, and synchronization issues Documentation & Process Improvement Document troubleshooting steps, root causes, and resolutions Contribute to SOPs and internal knowledge base improvements Team Collaboration & Mentorship Mentor and support Level 1 technicians Collaborate with senior engineers on escalations Participate in on-call rotation as needed Assist with projects and additional technical initiatives Qualifications Technical Skills 3+ years supporting Microsoft desktop environments (strong Windows 11 expertise) Experience with Windows Server troubleshooting (services, logs, roles, performance) Understanding of client-server environments and troubleshooting Strong networking knowledge (TCP/IP, DNS, DHCP, VLANs, VPNs) Experience with Active Directory and Group Policy Experience with Microsoft 365 and Azure administration Familiarity with network hardware (routers, switches, firewalls, WAPs) Experience supporting macOS in mixed environments (preferred) Professional Skills Strong analytical and problem-solving abilities Ability to manage multiple priorities in a fast-paced environment Excellent communication and customer service skills Self-motivated with the ability to work independently and in a team Flexibility to participate in after-hours/on-call support Preferred Certifications CompTIA A+ CompTIA Network+ (or equivalent)