Support Analyst

Level2 IT Technician

This is 5x per week onsite

Position Summary

The Level 2 IT Technician provides advanced technical support, handling complex issues escalated from the Level 1 help desk. This role is responsible for diagnosing, troubleshooting, and resolving sophisticated software, hardware, and network problems, and for documenting every fix so the whole team benefits. In our factory, the priority is the network: the ideal candidate keeps the plant network stable and highly available, improves it over time, and bridges the gap between front-line support and senior network or systems engineers.

Network Focus (Factory Environment)

This role is the hands-on owner of network reliability and improvement across the plant floor and the office.

• Plant Network Improvement: Assess the current network, identify weak points (outdated switches, poor Wi-Fi coverage, cabling, single points of failure), and implement upgrades that raise uptime and speed.
• Communication Loss Troubleshooting: Investigate intermittent dropouts affecting production machines, PLCs, HMIs, and scanners; trace root causes using packet captures, switch logs, and monitoring tools.
• Industrial Network Support: Work alongside maintenance and automation teams on machine networks, including managed switches, VLAN segmentation between office (IT) and plant floor (OT), and industrial Ethernet protocols.
• Monitoring and Prevention: Set up and maintain network monitoring and alerting (e.g., PRTG, Zabbix, or similar) to catch issues before they stop production.
• Vendor Coordination: Work with network and machine vendors to diagnose faults, validate fixes, and document outcomes.
• Network Documentation: Keep up-to-date network diagrams, IP/VLAN plans switch configurations, and cable maps.

Core Responsibilities

• Advanced Troubleshooting: Diagnose and resolve complex hardware, software, and connectivity issues escalated by Level 1 staff, using a structured approach (identify, isolate, test, resolve, verify).
• Ticket Management (JIRA):Own the full lifecycle of assigned tickets in JIRA / JIRA Service Management, including prioritization, status updates, SLA tracking, escalation, and clean closure.
• Documentation: Document all processes, procedures, and resolutions clearly and consistently. Create and maintain knowledge base articles, runbooks, network diagrams, and standard operating procedures (SOPs) so issues can be resolved faster the next time.

• Systems Administration: Manage user accounts, permissions, and group policies within Active Directory, Microsoft 365.
• Infrastructure Maintenance: Deploy, configure, and maintain office hardware, including servers, switches, routers, access points, and workstations.
• Endpoint Management: Create, test, and deploy standardized OS images and software patches using MDM or RMM tools (e.g., SCCM, Intune, Ninja One).
• Escalation and Root Cause Analysis: Investigate recurring technical problems to identify root causes, propose permanent fixes, and escalate to Level 3 or vendors when required.
• Mentorship: Assist and guide Level 1 technicians in resolving routine issues and growing their technical skills.

Required Technical Skills

• Deep knowledge of Windows, macOS, Linux and Windows Server operating systems.
• Knowledge and experience working with Fortinet, FS, HPE, Ubiquiti and Mikrotik network equipment
• Strong understanding of networking concepts: TCP/IP, DNS, DHCP,VPNs, and VLANs.
• Proven troubleshooting skills across hardware, operating systems, applications, and network connectivity, including use of diagnostic tools (ping, tracert, nslookup, Wireshark, event logs).
• Hands-on experience with JIRA (or a similarITSM tool) for ticketing, workflows, and reporting.
• Ability to write clear, accurate technical documentation and process guides.
• Familiarity with virtualization technologies (Hyper-V, Proxmox) and cloud environments (AWS, Azure).
• Working knowledge of backup, security, and endpoint protection practices.

Certifications

Required (or equivalent):

• CompTIA A+
• CompTIA Network+

Preferred / Considered an Asset:

• Fortinet NSE4 or higher
• CompTIA Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102) or Microsoft Certified: Azure Administrator Associate (AZ-104)
• Cisco CCNA (strongly preferred for this network-focused role)
• ITIL 4 Foundation
• Microsoft Certified: Windows Server Hybrid Administrator Associate
• VMware VCP or equivalent virtualization certification

Experience Requirements

A Level 2 IT Technician should typically have 2 to 4 years of professional IT experience, broken down as follows:

• Help Desk Foundations (1-2 years): Front-line (Level 1) technical support, building customer service and basic troubleshooting skills.
• Advanced Exposure (1-2 years): Infrastructure, system configuration, or hands-on hardware and network troubleshooting.
• Experience working in a ticketing environment such as JIRA is required. Experience improving or troubleshooting networks in a manufacturing or industrial setting (PLC, SCADA, or machine networks) is a strong asset.

Soft Skills

• Strong problem-solving and analytical thinking under pressure.
• Clear written and verbal communication, able to explain technical issues to non-technical users.
• Strong organization, time management, and attention to detail.
• Team-oriented, with a willingness to mentor and share knowledge.

Education

College diploma or university degree in Information Technology, Computer Science, Network Administration, or a related field, or equivalent practical experience.