Senior Analyst, Tier 2
About this job
The Senior Analyst, Tier 2 role at Kaseya Careers in Bangalore involves working as an escalation point to resolve complex technical issues that go beyond first-line support. In this position, daily responsibilities include diagnosing and fixing hardware, software, and network problems, administering Microsoft 365 services, managing user accounts, and deploying Windows devices. Kaseya provides AI-powered IT management and cybersecurity software to Managed Service Providers and internal IT organizations globally. A typical day for this role requires reviewing escalated support tickets, applying security patches, using PowerShell to automate routine tasks, and documenting troubleshooting steps in the knowledge base to support the wider team.
Responsibilities
- Serve as the primary escalation point for tickets referred from Level 1 support.
- Administer and support Microsoft 365 services, including Exchange, SharePoint, and Teams.
- Manage user accounts, groups, and permissions in Active Directory and Microsoft Entra ID.
- Image, configure, deploy, and maintain Windows desktops, laptops, and mobile devices.
- Apply patches, security updates, and endpoint protection policies across systems.
- Troubleshoot network connectivity issues, including Wi-Fi, VPN, and local network problems.
- Use PowerShell and Microsoft admin centers to automate routine administrative tasks.
Requirements
- 8 years of experience in technical support with Level 3 responsibilities.
- Proficiency with the Microsoft 365 admin center, Exchange Online, SharePoint, and Teams.
- Working knowledge of Active Directory and Microsoft Entra ID.
- Familiarity with Microsoft Intune or another MDM platform.
- Basic scripting ability with PowerShell for administrative tasks.
- Solid understanding of TCP/IP networking, DNS, DHCP, and VPN concepts.
- Strong Windows 10 and 11 administration and troubleshooting skills.
Good to have
- Experience supporting Microsoft Azure or hybrid cloud environments.
- Exposure to backup and disaster recovery tools.
- Knowledge of basic cybersecurity best practices.
Who should apply
This role suits experienced IT support professionals with a strong background in handling escalation-tier technical issues and managing the Microsoft technology stack. Candidates who possess solid communication skills, problem-solving abilities, and the readiness to support rotational shifts will find this position a strong match. Freshers should not apply, as the position specifically calls for extensive prior experience in technical support.
Frequently asked questions
What does the Senior Analyst, Tier 2 role at Kaseya Careers involve?
The role involves acting as an escalation point to resolve complex hardware, software, and connectivity issues, as well as administering Microsoft 365 services and Active Directory.
Where is the Senior Analyst, Tier 2 position located?
The position is located in Bangalore, India.
What experience is required for the Senior Analyst, Tier 2 job at Kaseya Careers?
The job requires 8 years of experience in technical support, including demonstrated Level 3 or escalation-tier responsibilities.
Can freshers apply for the Senior Analyst, Tier 2 opening at Kaseya Careers?
No, freshers cannot apply because the posting requires 8 years of prior experience in technical support.
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