Senior Technical Analyst

SWICKtech:

Support Services |

Job Description Job Title:

Senior Technical Analyst Department:

Support Services Reports To:

Support Services Manager Location:

New Berlin, WI Classification:

Full-Time |

Hourly Travel Required:

Local —

SE WI & N IL

Experience Required:

6+ Years

IT / MSP

About SWICKtech A leader in business technology innovation and support since 2001, SWICKtech is a trusted IT Managed Services and Technology Consulting Partner serving a wide range of industries across Southeast Wisconsin and Northern Illinois. We help businesses navigate digital transformation — connecting them to each other and their customers in modern, secure, and scalable ways. Role Overview The Senior Technical Analyst (STA) is a newly created capstone role within the Support Services team, designed to close the gap between front-line Tier I-III support and the specialized escalation paths of the SOC and Professional Services teams. This is a broad generalist role, not a narrow specialty. The right candidate brings deep cross-domain technical capability, strong client communication skills, and the drive to make the people around them better. This person will own complex escalations that reach the top of the Support Services tier, lead new client onboarding engagements, and deliver and enhance the existing new-hire technical orientation program. They keep escalations inside Support Services when possible — protecting SOC and Professional Services bandwidth while ensuring clients receive expert, timely resolution. Core Responsibilities Escalation Leadership Serve as the primary escalation point for complex, multi-domain issues that have progressed through Tier I, II, and III within Support Services. Investigate and resolve high-impact incidents across Microsoft cloud (M365, Azure, Entra ID), networking, endpoint, and server environments. Own escalated tickets end-to-end — communicating with clients throughout and documenting resolution thoroughly. Identify recurring issue patterns and surface them to leadership with recommended preventative solutions. Collaborate with SOC and Professional Services when specialist expertise is genuinely required, serving as a skilled handoff point. New Client Onboarding Lead the technical execution of new client onboarding — environment discovery, standards documentation, tool deployment, and initial configuration. Partner with Account Management and Professional Services to ensure environments are fully documented before handoff to the Support Services team. Conduct client-side onboarding kickoff meetings and technical orientation sessions as needed. Maintain and continuously improve the SWICKtech client onboarding materials and knowledge base articles. Training & Team Development Deliver SWICKtech's established new-hire technical orientation program for incoming Support Services team members, enhancing content where opportunities are identified. Maintain and expand the internal knowledge base — ensuring articles are accurate, well-organized, and actionable. Mentor Tier II and III team members on complex problem-solving, client communication, and documentation discipline. Identify skills gaps across the Support Services team and recommend targeted training or certification paths. Standards & Continuous Improvement Contribute to SWICKtech technical standards and help enforce consistent configuration practices across client environments. Participate in cross-departmental initiatives with SOC and Professional Services to align on tooling and process improvements. Assist in evaluating new tools and technologies for adoption into the managed services stack. Success Milestones Milestone 30 Days Shadow Support Services team across all tiers Learn SWICKtech toolstack and standards Review escalation backlog and identify patterns Audit existing onboarding and training materials 90 Days Own and resolve complex escalated tickets Lead first new-client onboarding end-to-end Deliver new-hire technical orientation session Contribute improvements to escalation SLA process 6 Months Serve as go-to escalation resource across all tiers Maintain and enhance client onboarding materials Expand knowledge base articles across key topics Lead at least one cross-departmental project Qualifications Required 6+ years of professional IT experience, including meaningful time in an MSP environment. Advanced, hands-on proficiency with the Microsoft technology stack: Microsoft 365, Azure / Entra ID, Exchange Online, SharePoint, Teams, and Intune / Endpoint Manager. Strong working knowledge of Windows Server, Active Directory, Group Policy, DNS, and DHCP. Experience troubleshooting network infrastructure — firewalls, managed switches, VLANs, and VPNs. Proven ability to resolve complex escalated issues under pressure in client-facing settings. Clear, confident communicator with both technical peers and non-technical clients. Experience creating or maintaining technical documentation and knowledge base articles. Valid Wisconsin driver's license, clean driving record, and proof of insurance. Ability to pass a thorough background check. Preferred Prior experience leading client onboarding engagements or serving in a technical lead or mentoring capacity. Familiarity with PSA and RMM tools common in MSP environments (e.g., ConnectWise). Working knowledge of cybersecurity fundamentals — MFA, endpoint protection, email security, and backup/DR principles. Experience with backup and disaster recovery platforms (e.g., Veeam).

Relevant certifications:

Microsoft (MS-900, AZ-900 or higher), CompTIA (Network+, Security+), or equivalent. Exposure to compliance environments with regulatory requirements (HIPAA, NIST, SOC 2, etc.). Where This Role Fits SWICKtech's support structure operates in three tiers within Support Services (TA

I, II, III

), followed by two specialist tiers: the Security Operations Center (SOC) and Professional Services. The Senior Technical Analyst sits at the top of Support Services — not replacing any existing tier, but creating a high-skill generalist layer that catches complex escalations early, leads client onboarding, and raises the technical capability of the entire Support Services team over time. What Makes SWICKtech Different Training & Development All-company monthly technical training sessions. One-on-one dedicated technical mentoring with senior staff. Hands-on lab environment built for real-world troubleshooting scenarios. Internal certification planning with checkpoints and covered exam expenses.

Work / Life

Balance Hybrid = Opportunity to work from home for dedicated focus as needed with SWICKtech equipment. Flexible work schedules to accommodate family, work, and life balance. Multiple break rooms and focus areas throughout the office to ensure best delivery and moments for staff to breathe. Health & Wellness Professional cook comes in to teach how to cook healthy. First Aid and CPR Training in house Healthy snacks, coffee, and tea always available onsite. Ergonomic sit-stand desks with dual monitors for comfortable and active work life. Goal Setting / Personal Development Department team meetings. Consistent monthly one-on-ones with your manager Quarterly Performance Reviews to ensure concerns are heard, skillsets strengthened, goals are met. Team Building All-company meetings to provide visibility into the organization's growth plans. Having fun every day with nerf guns, ping pong, putt putt golf, Jenga, or chess. Quarterly company outings outside of work to build stronger teams. Leadership awards and 'surprise and delight' bonuses for those who go above and beyond. Community Outreach Consistent sponsorships with local organizations including WCBA, Red Heart Association, 10 Chimneys Foundation, The Women's Center, and more. Opportunity to take paid time off for volunteer work. Benefits Competitive compensation plans. Excellent health, dental, and vision insurance. PTO with carryover each year; additional PTO awarded with tenure. Matching 401(k) for all who participate after 1 year of employment. Group Term Life Insurance Long Term Disability Dependent Care FSA Technology, gym membership, and mileage reimbursements.

Job Type:

Full-time Pay:

$70,000.00 - $90,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Flexible spending account Health insurance Life insurance Paid time off Parental leave Application Question(s): Are you able to reliably commute to New Berlin, WI? What is your desired salary?

Education:

Bachelor's (Preferred)

Work Location:

In person