Level 2 Support Analyst Job Description Template

Valentina Chilingaryan

Last updated on September 18, 2024 | 6 min read

Job Description Template

General overview of the role

The Level 2 Support Analyst is responsible for providing advanced technical support to end-users, addressing escalated issues from Level 1 support, and ensuring that IT systems operate smoothly. This role involves diagnosing and resolving complex technical problems, managing incident escalations, and coordinating with both Level 1 and Level 3 support teams to ensure timely and effective resolution of issues. The Level 2 Support Analyst plays a critical role in maintaining IT service quality and continuity within the organization.

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Typical duties and responsibilities

1. Provide advanced troubleshooting and technical support for desktop, network, and software-related issues escalated from Level 1 support.
2. Diagnose and resolve hardware and software issues for end-users, ensuring minimal downtime.
3. Collaborate closely with Level 1 support teams to guide them in resolving less complex issues and to identify recurring problems.
4. Escalate unresolved issues to Level 3 support, working with specialized teams to find permanent solutions for complex technical challenges.
5. Maintain detailed documentation of support activities, issue resolution processes, and system configurations.
6. Assist in the deployment, configuration, and maintenance of IT systems, including desktops, laptops, printers, and other peripherals.
7. Monitor system performance and identify areas for improvement, implementing necessary changes to enhance system reliability and user experience.
8. Provide training and guidance to Level 1 support staff to improve their technical skills and knowledge base.
9. Liaise with vendors and third-party service providers for hardware repairs, software updates, and system upgrades.
10. Participate in on-call rotation to provide after-hours support as needed.

Required skills and experience

• 3+ years of experience in IT support, with a focus on desktop and network troubleshooting.
• Strong knowledge of Windows and macOS operating systems, including configuration and administration.
• Experience with Active Directory, Office 365, and remote desktop support tools.
• Familiarity with ITIL framework and incident management processes.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Experience working with ticketing systems and maintaining accurate documentation.

Nice to have/preferred skills and experience (not required)

• Experience with scripting and automation tools (e.g., PowerShell, Bash).
• Familiarity with virtualization technologies such as VMware or Hyper-V.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.
• Experience working in a fast-paced, multi-site environment with remote support capabilities.

What we offer

• Extensive health and wellness coverage.
• Work-from-home options and flexible hours.
• Paid time off for vacations, holidays, and sick leave.

Here are a few more benefits that, according to Forbes, are valued by employees:

• Retirement savings plans with employer matching, such as 401(k) plans, are significant to employees.
• Early leave on Fridays.
• 4-day work week.
• Private dental insurance.

About us

We recommend including general information about the company, such as its mission, values, and industry focus. For instance, you could say:

“DevsData LLC is an IT recruitment agency, that connects top tech talent with leading companies to drive innovation and success. Their diverse team of US specialists brings unique viewpoints and cultural insights, boosting their capacity to meet client demands and build inclusive work cultures. Over the past eight years, DevsData LLC has successfully completed more than 80 projects for startups and corporate clients in the US and Europe.”

Explore sample resume

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Contact DevsData LLC

If you’re looking to hire a qualified Level 2 Support Analyst, reach out to DevsData LLC at [email protected] or visit www.devsdata.com. The company’s recruitment process is thorough and efficient, utilizing a vast database of over 65000 professionals.

They are renowned for their rigorous 90-minute interviews to assess candidates’ technical skills and problem-solving abilities.

Additionally, DevsData LLC holds a government-approved recruitment license, ensuring compliance with industry standards and regulations.