Service Desk Analyst 2

As a Senior Service Desk Analyst (L2), you will play a critical role in delivering advanced technical support and driving operational excellence across our end-user platforms. You'll be responsible for resolving complex issues, contributing to platform roadmaps, and collaborating with internal teams and external vendors to ensure a consistent and high-quality client experience. This role demands deep technical expertise, strong communication skills, and a proactive mindset to lead initiatives and mentor junior analysts.

Key Responsibilities

• Build, configure, and deploy end-user devices and applications using automated tools and modern deployment strategies.
• Manage OS and application patching and remediation using Microsoft and third-party platforms (e.g. Ivanti, SCCM).
• Package and deploy applications across physical and virtual environments (VDI).
• Develop and maintain M365 policies, standards, and conditional access configurations.
• Provide expert-level support for complex issues including:
• • Email delivery and mail flow
  • Microsoft 365 policies and settings
  • Multi-Factor Authentication (MFA)
  • Microsoft Intune and endpoint protection
  • DNS, SPF, DMARC, DKIM
  • Umbrella, Defender, INKY, Proofpoint
  • OS performance and application behaviour
• Collaborate with internal teams and external vendors to escalate and resolve technical issues.
• Deliver support via multiple channels including phone, email, chat, and in-person interactions.
• Create and maintain standard operating procedures and technical knowledge articles.
• Contribute to the roadmap for end-user device platforms and stay current with modern workplace trends.
• Ensure consistent client experiences across global teams and environments.
• Participate in strategic projects and initiatives to improve service delivery and automation.
• Provide off-hours on-call support as required.

Requirements & Qualifications

• 5+ years of experience in IT support, with a blend of engineering and operational responsibilities.
• Deep expertise in modern workplace technologies including Microsoft 365, Exchange, Intune, MFA, Defender, and application virtualization.
• Strong understanding of email security and authentication protocols (SPF, DMARC, DKIM), and tools such as INKY, Proofpoint, and Umbrella.
• Experience with patching and remote management platforms (e.g. Ivanti, SCCM, JAMF).
• Familiarity with data protection solutions such as Microsoft Azure, VEEAM, Rubrik, or Zerto.
• Proficiency in endpoint protection, OS performance tuning, and application packaging.
• Experience with ServiceNow or similar ITSM platforms.
• Strong troubleshooting skills across hardware, software, and network layers.
• Excellent written and verbal communication skills with a confident and friendly presence.
• Ability to remain calm and effective under pressure while supporting demanding clients.
• Passion for delivering best-in-class managed services and driving continuous improvement.
• Self-motivated, ambitious, and comfortable working independently or as part of a team in a fast-paced environment.

Netrio is a leading MSP in North America, specializing in IT solutions for mid-market to enterprise customers. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.

Netrio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Netrio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting.