We are seeking a Systems Analyst (Tier 2) to join our IT team.
This role is ideal for someone with some IT or MSP experience who enjoys solving problems, learning new skills, and supporting both clients and colleagues. As a Systems Analyst, you’ll handle escalations from Tier 1, assist with a wide range of projects, and grow your technical expertise by working alongside senior engineers.
If you’re passionate about IT, enjoy variety in your work, and want to build a career in the MSP world, this could be the right opportunity for you.
Responsibilities
Escalation & Technical Support
- Handle escalated tickets from Tier 1, resolving issues across desktops, servers, and networks.
- Troubleshoot and resolve issues with Microsoft technologies including Office 365, Windows Server, and desktop operating systems.
- Configure and support basic networking tasks such as switches, VLANs, firewalls, and connectivity.
- Assist with remote access solutions such as VPNs and RDS.
- Work closely with Tier 1 technicians, providing guidance and support as needed to ensure quick and accurate resolution for clients.
Project Assistance
- Assist with IT projects led by senior engineers, including:
- Desktop and laptop deployments
- Office 365 migrations
- Server maintenance and upgrades
- New client onboarding
- Take responsibility for smaller project tasks while learning from Tier 3 engineers.
Client Interaction
- Communicate with clients in a friendly, professional way to provide updates, explanations, and reassurance.
- Help set expectations and follow through on resolutions.
Documentation & Processes
- Document troubleshooting steps, fixes, and project tasks for repeatable processes.
- Maintain accurate ticket details in the ticketing system.
- Contribute to knowledge sharing that benefits Tier 1s and the wider team.
Qualifications
Technical Skills
- 2+ years of IT support experience (MSP experience a plus).
- Hands-on experience with Microsoft Office 365 and Windows desktop/server environments.
- Understanding of networking basics: DNS, VLANs, switches, firewalls, connectivity.
- Familiarity with remote access technologies such as VPNs and RDS.
- Proven ability to diagnose and resolve technical issues across desktop and server environments.
Growth & Learning
- A genuine interest in IT and willingness to keep learning.
- Desire to expand knowledge into more advanced areas by working with Tier 3 engineers.
- Ability to research solutions and apply new skills on the job.
Soft Skills
- Strong communication skills to work with both technical and non-technical users.
- Customer-service mindset with empathy for clients.
- Team-oriented approach, working closely with Tier 1s and supporting project teams.
- Organized and reliable in managing tasks, tickets, and follow-ups.
Education
- No formal certifications required.
- Training and growth opportunities provided to support your career advancement.
Benefits
- Health, Dental, and Vision insurance.
- Retirement plan with company match.
- Paid time off and holidays.
Schedule & Location
- Traditional office hours with rotating on-call shifts.
- Presence required at our Lombard office. This is not a remote or hybrid position.
About Noventech
Noventech, Inc. is a growing Managed Service Provider servicing a variety of local small to medium businesses and government agencies. Companies trust Noventech to be their outsourced IT consultants and to maintain all aspects of their IT systems on a daily basis.
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