Service Center Analyst II

Technology Service Center Analyst II Advanced Windows 11 Windows Server & Infrastructure Support

Position Summary

The Symbits Technology Service Center Analyst II provides advanced technical supportboth remote and onsiteto small and mediumsized businesses. As a secondtier escalation point this role focuses on resolving complex issues involving Windows 11 desktops Windows Server environments clientserver applications network infrastructure and cloud services. The Analyst II plays a critical role in maintaining a secure stable and efficient IT ecosystem while mentoring junior technicians and contributing to continuous service improvement.

The ideal candidate demonstrates strong troubleshooting ability excellent communication skills and the ability to resolve technical challenges efficiently while supporting the growth of Level 1 team members.

Responsibilities

Advanced Desktop Application & Device Support

• Respond to escalated Help Desk tickets requiring Level 2 expertise.
• Perform advanced diagnosis and resolution of complex Windows 11 desktop application and performance issues.
• Troubleshoot clientserver application issues including connectivity authentication service dependencies and basic serverside checks.
• Install configure and maintain workstations laptops mobile devices and connected peripherals (printers scanners VoIP phones docking stations etc.).
• Support advanced Microsoft 365 application issues synchronization problems and userlevel cloud service errors.

Windows Server & ClientServer Troubleshooting

• Perform basic Windows Server troubleshooting including service status checks event log review resource utilization and connectivity validation.
• Assist with diagnosing issues involving file/print services shared resources and serverhosted applications.
• Troubleshoot clientserver communication problems including firewall rules DNS resolution permissions and service availability.
• Escalate complex serverlevel issues to senior engineers when deeper remediation is required.

Directory Services & System Administration

• Perform advanced Active Directory administration including user and group management Group Policy troubleshooting permissions analysis and authentication issue resolution.
• Assist with workstation imaging deployment processes and endpoint configuration standards.
• Support server environments with monitoring patching assistance and escalationlevel troubleshooting.

Network & Infrastructure Support

• Troubleshoot and support network infrastructure components such as routers switches firewalls wireless access points and ISPrelated connectivity issues.
• Diagnose issues involving TCP/IP DNS DHCP VLANs VPN connectivity and network performance.
• Monitor system and network performance to proactively identify and address potential issues.

Cloud & Microsoft 365 Support

• Assist with implementation configuration and support of Microsoft 365 services Azure AD and cloudbased solutions.
• Troubleshoot identity licensing synchronization and access issues across cloud platforms.

Documentation & Process Improvement

• Document troubleshooting steps root cause analysis and resolutions in the service management system.
• Contribute to internal documentation SOPs and knowledge base articles to improve team efficiency and consistency.

Team Collaboration & Mentorship

• Provide guidance coaching and technical assistance to Level 1 technicians.
• Escalate highly complex issues to senior engineers or management when appropriate.
• Participate in afterhours oncall rotation as required.
• Support the IT team with additional technical duties and smallscale projects.

Qualifications

Technical Skills

• 3 years of experience supporting Microsoft desktop operating systems in a business environment with strong proficiency in Windows 11.
• Experience with basic Windows Server troubleshooting (services event logs roles/features resource monitoring).
• Understanding of clientserver application architecture and troubleshooting fundamentals.
• Strong knowledge of networking concepts including TCP/IP DNS DHCP VLANs and VPN technologies.
• Experience with Active Directory Group Policy and user administration.
• Experience with Microsoft 365 and Azure administration.
• Familiarity with network infrastructure devices (routers switches firewalls wireless access points).
• Experience supporting macOS devices in mixedOS environments.

Professional Skills

• Strong troubleshooting analytical thinking and problemsolving abilities.
• Ability to manage multiple tasks and prioritize effectively in a fastpaced environment.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively within a team.
• Willingness to work after hours or weekends as part of an oncall rotation.

Preferred

• CompTIA A and Network certifications (or equivalent)

Why Join T-ROC

Opportunity to work with a dynamic team in a fast-paced growth-oriented environment.
Access to professional development and career growth opportunities.
A collaborative and supportive work environment that values innovation and excellence.
Competitive salary and benefits package.

Who is T-ROC

At T-ROC (The Revenue Optimization Companies) we blend innovation technology and an energetic team spirit to revolutionize retail. Were a dynamic and forward-thinking company that thrives on creativity and collaboration. Our mission is to empower businesses to achieve new heights in sales and customer engagement through cutting-edge technology and data-driven strategies. With us youll join a vibrant community where your ideas matter your growth is encouraged and every day brings new opportunities to make an impact. Ready to rock your career with T-ROC Join us and be part of something extraordinary!

Equal Opportunity Employer / Special Accommodations

T-ROC is an equal opportunity employer committed to the full inclusion of all qualified individuals. All applicants are considered for all positions without regard to race religion color sex gender sexual orientation pregnancy age national origin ancestry physical/mental disability medical condition military/veteran status genetic information marital status ethnicity alienage or any other protected classification in accordance with applicable federal state and local laws. Equal access to programs services and employment is available to all qualified persons. As part of this commitment T-ROC ensures that reasonable accommodation is provided to applicants requiring such accommodation to complete the application and/or interview process. If reasonable accommodation is needed please email describing your needs.

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