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White RavenIT Consultant Ltd

Managed Services

Service Desk Analyst (Tier 2)

Join the Americas hub of our follow-the-sun service desk, handling escalated tickets across infrastructure, endpoint and cloud platforms.
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Role details

Location
Austin, United States
Contract
Full-time · Remote
Team
Managed Services
Posted

The role

What you would be doing

Written as the job actually is, including the parts that are less glamorous than the title suggests.

Responsibilities

  • Resolve escalated Tier 2 incidents across a multi-client estate
  • Own incidents through to resolution including client communication
  • Contribute to the knowledge base after every non-trivial resolution
  • Identify recurring issues and raise them as problem records
  • Participate in the compensated weekend rota approximately one week in six

What we need from you

  • Three or more years in a service desk or IT support role
  • Strong Windows, Microsoft 365 and Intune troubleshooting
  • Experience with a formal ITSM tool and ticket discipline
  • Excellent written communication for client-facing updates
  • Authorised to work in the United States

Nice to have

Genuinely optional. Nobody has ever been rejected for missing everything on this list.

  • ITIL 4 Foundation
  • macOS and Jamf experience
  • Spanish or Portuguese language skills

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Send us something real

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Questions first?

Ask before you apply

If something about the role, the team or the rota would change your mind, ask now rather than in week three. We will give you a straight answer.

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