Kronia® is looking for a Tier 2 / Tier 3 Service Desk Analyst to join a growing IT operations team responsible for delivering high-quality technical support across modern enterprise environments.
The ideal candidate will provide advanced troubleshooting and escalation support while managing device, application, and user lifecycle administration across Google Workspace, Jamf, Intune, macOS, and Windows environments. This role requires a proactive, customer-focused professional capable of resolving complex technical issues, maintaining endpoint compliance, and supporting a seamless user experience.
You will work closely with Tier 1 support, systems administrators, and security teams to ensure operational stability, enforce security policies, and continuously improve IT service delivery.
You’ll be doing:
- Troubleshoot and resolve complex Tier 2 and Tier 3 technical issues related to hardware, software, and cloud services.
- Configure, manage, and maintain macOS using Jamf Pro (for Mac).
- Ensure compliance with security policies, encryption standards, and mobile device management protocols.
- Google Workspace Administration including managing user accounts, groups, permissions, and security settings.
- Support end-user requests related to Gmail, Google Drive, Docs, Sheets, Calendar, and Admin Console.
- System maintenance through monitoring and maintaining IT infrastructure health across various systems.
- Assist in patch management, OS deployment, and automation tasks.
- Setting up new users with appropriate hardware, software, and access permissions.
- Execute thorough offboarding procedures including data backups, access revocation, and hardware return tracking.
- Create and maintain internal documentation for processes, procedures, and known issues.
- Work closely with Tier 1 support, systems administrators, and security teams to maintain uptime and optimize user experience.
The skills you bring:
- 3 to 6 years of experience in IT support or systems administration.
- Experience with Google Workspace administration.
- Proficient with Jamf Pro for macOS device management and Intune for Windows endpoint management.
- Solid knowledge of macOS and Windows 10/11 environments.
- Experience with SSO, MDM, identity/access management, and endpoint compliance.
- Familiarity with networking concepts, VPNs, and troubleshooting tools.
- Ability to write clear technical documentation and SOPs.
- Excellent communication, problem-solving, and interpersonal skills.
- Strong attention to detail and time management abilities.
- Experience with scripting (e.g., Bash, PowerShell) and automation tools.
- Familiarity with service management platform Zendesk.
Working Schedule:
- On-site office environment, 5 days per week.
- Occasional travel to satellite offices or data centers may be required.
- Participation in on-call support rotations outside regular business hours may be required.
