Managed Services- Tier II

2 weeks ago

West Chester Twp, OH, United States KiZAN Technologies Full time
Managed Services - Tier II Support

Location: West Chester, OH (Hybrid or Remote)
Employment Type: Full-Time

About KiZAN

We make technology personal

KiZAN is an Industry leading Microsoft Professional Services and Managed Services Provider supporting Regional, National and Global clients. We personalize technology by sparking passion, fueling purpose, and building connections.

Here at KiZAN, we are one team, we support each other and take the initiative to solve problems. We are fully committed to the direction chosen and always support our Mission. Being a part of KiZAN means that we win together, we create an inclusive atmosphere where everyone feels accepted, a sense of purpose, and we embrace collaboration.

Tier II Analysts act as escalation engineers, handling more complex issues that require deeper technical expertise across Microsoft workloads, servers, networking, and virtualization. They bridge Tier I support and Tier III/Project teams while mentoring junior staff.

Key Responsibilities
  • Serve as an escalation point for Tier I Analysts to resolve advanced incidents and service requests.
  • Administer and troubleshoot Microsoft 365 services including Teams, Exchange, SharePoint, and Intune.
  • Support infrastructure systems such as Windows Server, Active Directory, DNS/DHCP, and group policy.
  • Configure, monitor, and troubleshoot network devices (firewalls, switches, Wi-Fi).
  • Perform proactive system health checks, patching, and maintenance activities.
  • Collaborate with vendors and project teams to ensure seamless issue resolution and client satisfaction.
  • Document advanced troubleshooting steps and contribute to the knowledge base.
  • Provide mentorship to Tier I staff to increase service desk efficiency.
Qualifications & Requirements
  • High school diploma required; Bachelor's degree or Technical degree preferred.
  • 3-5 years of IT support or systems administration experience.
  • Advanced knowledge of Microsoft 365 administration and security models.
  • Hands-on experience with virtualization platforms (VMware, Hyper-V) and cloud solutions (Azure).
  • Strong networking fundamentals (TCP/IP, VPNs, routing, and switching).
  • Microsoft certifications (MS-102, AZ-104, or equivalent) strongly preferred.

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