Analyst, Tier 2

About the role

This role serves as a key escalation point for complex technical issues involving servers, workstations, applications, and network devices while ensuring adherence to SLA/SLO commitments. The ideal candidate will possess strong Windows Server administration expertise, deep networking knowledge, exceptional problem-solving skills, and the ability to mentor junior engineers while driving operational excellence within the Network Operations Center.

What you'll do

• Monitor, troubleshoot, and resolve complex alerts and incidents across managed endpoints, servers, applications, and network infrastructure
• Take ownership of assigned incidents throughout the complete lifecycle, including verification, diagnosis, resolution, escalation, communication
• Perform advanced root cause analysis using system logs, event viewers, crash dumps, application logs, and monitoring tools
• Prioritize and escalate incidents based on customer impact, business risk, and established operational procedures and runbooks
• Maintain detailed and accurate case documentation, incident updates, root cause analysis reports, and knowledge-base articles

What you need

• 6–8 yrs of experience
• Troubleshooting
• Windows Server
• Networking
• TCP/IP
• Routing and switching
• Root cause analysis
• Any graduate

Good to have

• ITIL
• CCNA
• SOP writing
• PowerShell
• Network security