Frederick Fox

Resilient Networks, Inc

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Tier II Technical Support Analyst (Client-Facing) Position Type: Full-Time / Permanent The Opportunity: Where Personality Meets Technical Expertise Our firm has been engaged by a leading Managed Service Provider (MSP) known for its high-touch, relationship-driven approach to IT. They are currently seeking a Technical Support Analyst II who is tired of being "just a ticket-closer" and wants to be a true partner to the clients they serve. If you are a technician who enjoys building rapport, thrives in a fast-paced environment, and has a "client-first" attitude, this is the environment for you. Our client values personality and communication just as much as technical certifications. The Role In this Tier II capacity, you will be the face of technical excellence for a diverse portfolio of clients. You won't be tucked away in a back room; you will be engaging directly with users, solving complex problems across Microsoft 365 and hybrid hardware environments, and ensuring that every interaction leaves the client feeling supported. Core Responsibilities * Advanced Troubleshooting: Resolve Tier II issues involving hardware, software, and network connectivity across various unique client infrastructures.<ul style="margin:0px;padding-left:40px;">
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
M365 Administration: Serve as the go-to resource for Microsoft 365 applications, including Teams, Outlook, and specialized office tools.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Endpoint Management: Handle the configuration, deployment, and ongoing support of a modern fleet of PCs and laptops.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Client Advocacy: Take ownership of the user experience, providing proactive follow-ups and maintaining clear, jargon-free communication.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Process Integrity: Accurately document all technical activities and time-tracking to ensure operational excellence.</li>
</ul> The Ideal Profile * 2+ Years of IT Support: You’ve "earned your stripes" in a help desk environment and are ready for a role with more autonomy and variety.<ul style="margin:0px;padding-left:40px;">
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
MSP Background (Preferred): You understand the rhythm of a multi-client environment and can pivot quickly between different technical setups.</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
The "Human" Factor: You have a client-facing personality. You’re comfortable building rapport and holding a conversation beyond the technical "fix."</li>
<li style="line-height:1.2;font-family:Arial;font-size:14px;color:rgb(0, 0, 0);margin:0px;">
Problem Solver: You are naturally curious, detail-oriented, and you don’t stop until the root cause is addressed.</li>
</ul> Why Apply? This is a chance to join a team that invests in its people and values culture fit above all else. You will be exposed to a wide variety of technologies, providing a faster path to technical growth than a standard internal IT role. Our client offers a collaborative, team-oriented atmosphere where your contributions are visible and your professional development is a priority.﻿ If you’re a service-driven IT professional who loves people as much as technology, we want to hear from you. Please submit your resume for confidential consideration.

Tier II Technical Support Analyst (Client-Facing)

Position Type: Full-Time / Permanent

The Opportunity: Where Personality Meets Technical Expertise Our
firm has been engaged by a leading Managed Service Provider (MSP)
known for its high-touch, relationship-driven approach to IT.
They are currently seeking a Technical Support Analyst II who is
tired of being "just a ticket-closer" and wants to be a true
partner to the clients they serve.

If you are a technician who enjoys building rapport, thrives in a
fast-paced environment, and has a "client-first" attitude, this
is the environment for you. Our client values personality and
communication just as much as technical certifications.

The Role In this Tier II capacity, you will be the face of
technical excellence for a diverse portfolio of clients. You
won't be tucked away in a back room; you will be engaging
directly with users, solving complex problems across Microsoft
365 and hybrid hardware environments, and ensuring that every
interaction leaves the client feeling supported.

Core Responsibilities * Advanced Troubleshooting: Resolve Tier II
issues involving hardware, software, and network connectivity
across various unique client infrastructures.

* M365 Administration: Serve as the go-to resource for Microsoft
365 applications, including Teams, Outlook, and specialized
office tools.
* Endpoint Management: Handle the configuration, deployment, and
ongoing support of a modern fleet of PCs and laptops.
* Client Advocacy: Take ownership of the user experience,
providing proactive follow-ups and maintaining clear, jargon-free
communication.
* Process Integrity: Accurately document all technical activities
and time-tracking to ensure operational excellence.

The Ideal Profile * 2+ Years of IT Support: You’ve "earned your
stripes" in a help desk environment and are ready for a role with
more autonomy and variety.

* MSP Background (Preferred): You understand the rhythm of a
multi-client environment and can pivot quickly between different
technical setups.
* The "Human" Factor: You have a client-facing personality.
You’re comfortable building rapport and holding a conversation
beyond the technical "fix."
* Problem Solver: You are naturally curious, detail-oriented, and
you don’t stop until the root cause is addressed.

Why Apply? This is a chance to join a team that invests in its
people and values culture fit above all else. You will be exposed
to a wide variety of technologies, providing a faster path to
technical growth than a standard internal IT role. Our client
offers a collaborative, team-oriented atmosphere where your
contributions are visible and your professional development is a
priority.﻿

If you’re a service-driven IT professional who loves people as
much as technology, we want to hear from you. Please submit your
resume for confidential consideration.

Technical Support Analyst II

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Job Description