IT Support Analyst

About ACT360

At ACT360, we believe in working to live - not living to work. We support flexibility, autonomy, and accountability. If you want to be part of a team that values your expertise, encourages your growth, and gives you the freedom to succeed - let's talk.

We're redefining what it means to be an IT partner. We help businesses become more efficient, profitable, and scalable through strategic IT support, Managed Services, Web development, and Automation. We don't just put out fires. We help clients avoid them in the first place. Whether it's troubleshooting, automation, or helping a business scale, we're always looking for the smartest fix.

As we continue to grow, we're looking for a skilled IT Support Analyst who thrives in a dynamic, multi-client environment and enjoys solving complex problems with a client-first mindset.

About the Role

The IT Support Analyst provides advanced technical support, systems administration, and troubleshooting across multiple client environments. In this role, you'll be the first line of response for incoming tickets and client calls, ensuring issues are resolved quickly and thoroughly. You'll handle escalations from Level 1, manage tickets according to SLAs, document resolutions, and contribute to continuous improvement through automation and process documentation.

You'll work remotely, handling a wide range of technical issues across Office 365, Windows Server, networking, and business applications. You should be comfortable balancing multiple priorities, communicating clearly with clients, and maintaining a strong focus on service quality.

Key Responsibilities

Client Support & Ticket Management

• Provide remote technical support for multiple clients in a fast-paced MSP environment.

• Manage tickets (typically 10–20 daily ) prioritizing by impact and urgency.

• Communicate proactively with clients regarding progress, next steps, and workarounds.

• Deliver exceptional customer service by translating technical concepts into plain language.

System Administration & Troubleshooting

• Troubleshoot and resolve issues end-to-end.

• Support and troubleshoot Microsoft 365 services including Exchange Online, SharePoint, and Teams.

• Manage and enforce Intune device compliance, endpoint protection, and conditional access policies.

• Administer and maintain Windows Server, Active Directory, DNS, DHCP, and Group Policy.

• Perform domain controller promotions/demotions, replication checks, and FSMO role management.

• Support Hyper-V environments, perform system migrations, and ensure backup integrity (Veeam/Cove).
  

Networking & Infrastructure

• Configure and support switches, routers, and wireless access points (Meraki, Cisco, Fortinet, HP).

• Set up VLAN segmentation, SSIDs, and inter-VLAN routing with appropriate documentation.

• Diagnose and resolve network connectivity, VPN, and performance issues across client sites.
  

Cloud Services & Migrations

• Assist with migrations to Microsoft 365 and other cloud platforms.

• Understand mail flow, SPF/DKIM/DMARC, and DNS configurations.

• Configure and monitor Autopilot and device provisioning for new deployments.
  

Security & Compliance

• Detect and respond to potential account compromises in M365 environments.

• Implement security best practices including MFA, Conditional Access, and endpoint hardening.
  Participate in patch management and vulnerability remediation.
  

Documentation & Collaboration

• Create and maintain accurate documentation in IT Glue and PSA systems.

• Develop and update SOPs, how-to guides, and internal knowledge base content.
  Collaborate with peers to share expertise and improve support processes.

• Identify recurring problems and contribute to improving checklists, tools, and processes.
  

What You Bring

• 3–5 years of IT support experience in an MSP or multi-client environment.

• Strong understanding of Microsoft 365, Azure AD, Intune, Windows Server, and Active Directory.

• Familiarity with PSA (Autotask, ConnectWise) and RMM platforms (N-Central, LabTech, etc.).

• Networking knowledge (TCP/IP, DNS, DHCP, VLANs, firewalls).

• Experience with Veeam, Cove, or similar backup and recovery tools.

• Ability to balance multiple priorities and meet SLA commitments.

• Excellent written and verbal communication skills with a customer-first attitude.

• Proven ability to document processes clearly and share knowledge with team members.
  

Nice to Haves

• Certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or Azure Fundamentals (AZ-900).

• Experience with Meraki, Fortinet, or Cisco networking solutions.

• Background in application packaging or endpoint automation.

• Familiarity with AirWatch, Apple Business Manager, or mobile device management platforms.

Schedule & Work Environment

• Full-time, Monday to Friday

• Remote

Company Culture & Values

Our culture is grounded in our core values:

• Be the Customer – We listen to understand the full scope of the requirements and goals, and build from the customer's perspective.

• Give the 360° Solution – We go beyond IT support to offer strategy, automation, and improvement that enhances business outcomes.

• Be a Problem Solver – We solve issues at the root, not just the surface, working closely with clients and vendors.

• Always Looking Forwards – We learn from mistakes and proactively plan to avoid future ones.

• Working to Live, Not Living to Work – We support flexibility, async work, and work-life balance.

• Treating Employees Like Experts – We empower our team to lead, innovate, and grow with trust and autonomy.

We offer competitive compensation based on experience, and a benefits package that includes:

• Comprehensive dental care

• Vision care coverage

• Extended health care benefits

• Life insurance for peace of mind

• Generous paid time off to recharge

• Flexible work-from-home options

ACT360 is an equal opportunity employer. We're committed to building an inclusive and accessible workplace. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

How We Hire

We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.

This opportunity is offered through HighlightTA, the on-demand talent team supporting ACT360's growth.

Connect with us and learn more:
ACT360 on Linkedin
HighlightTA on LinkedIn

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