Technology Service Center Analyst II

Technology Service Center Analyst II

Advanced Windows 11 Windows Server & Infrastructure Support

Position Summary

TheTechnology Service Center Analyst IIdelivers advanced technical supportboth remote and onsiteto small and medium-sized businesses. Serving as a key escalation point this role focuses on resolving complex issues across Windows 11 environments Windows Server systems clientserver applications network infrastructure and cloud platforms.

This position plays a vital role in maintaining a secure stable and high-performing IT environment while also mentoring junior technicians and contributing to continuous service improvement initiatives.

The ideal candidate is a proactive problem solver with strong communication skills and the ability to efficiently resolve technical challenges while supporting team development.

Key Responsibilities

Advanced Desktop Application & Device Support

• Resolve escalated Help Desk tickets requiring Level 2 expertise
• Diagnose and troubleshoot complex Windows 11 application and performance issues
• Support clientserver applications (connectivity authentication dependencies)
• Install configure and maintain endpoints and peripherals (PCs laptops printers VoIP devices etc.)
• Troubleshoot Microsoft 365 application issues sync errors and user-level cloud problems

Windows Server & ClientServer Support

• Perform basic Windows Server troubleshooting (services logs performance connectivity)
• Support file/print services and server-hosted applications
• Troubleshoot DNS firewall rules permissions and service availability
• Escalate advanced server issues to senior engineering teams

Directory Services & System Administration

• Administer Active Directory (users groups permissions Group Policy)
• Troubleshoot authentication and access issues
• Assist with workstation imaging deployment and endpoint configuration
• Support patching monitoring and escalation-level server troubleshooting

Network & Infrastructure Support

• Troubleshoot routers switches firewalls and wireless access points
• Diagnose TCP/IP DNS DHCP VLAN VPN and connectivity issues
• Monitor system and network performance to identify risks proactively

Cloud & Microsoft 365 Support

• Support Microsoft 365 Azure AD and cloud-based services
• Troubleshoot identity licensing and synchronization issues

Documentation & Process Improvement

• Document troubleshooting steps root causes and resolutions
• Contribute to SOPs and internal knowledge base improvements

Team Collaboration & Mentorship

• Mentor and support Level 1 technicians
• Collaborate with senior engineers on escalations
• Participate in on-call rotation as needed
• Assist with projects and additional technical initiatives

Qualifications

Technical Skills

• 3 years supporting Microsoft desktop environments (strong Windows 11 expertise)
• Experience with Windows Server troubleshooting (services logs roles performance)
• Understanding of clientserver environments and troubleshooting
• Strong networking knowledge (TCP/IP DNS DHCP VLANs VPNs)
• Experience with Active Directory and Group Policy
• Experience with Microsoft 365 and Azure administration
• Familiarity with network hardware (routers switches firewalls WAPs)
• Experience supporting macOS in mixed environments (preferred)

Professional Skills

• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment
• Excellent communication and customer service skills
• Self-motivated with the ability to work independently and in a team
• Flexibility to participate in after-hours/on-call support

Preferred Certifications

• CompTIA A
• CompTIA Network (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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