The Level 2 GSD Analyst performs Level 2 responsibilities, providing advanced troubleshooting, escalation ownership, and technical depth across Rimes global operations. This role serves as a critical escalation bridge between frontline support and specialist resolver teams, ensuring complex incidents are resolved efficiently while maintaining a high standard of ticket quality, knowledge management, and service delivery.

Core Responsibilities and Required Competencies

BAU Escalation Handling

• Handle escalations from L1 with advanced troubleshooting 
• User provisioning/de-provisioning and advanced access management (on/off-boarding, account amendments)
• Handle SFTP client connection issues and requests 

Advanced Troubleshooting

• Advanced troubleshooting across OS, M365, networking, and endpoint security
• Device/application installation & troubleshooting (O365 Enterprise, Teams, VPN/WARP, printing, A/V conferencing)
• Interpret logs, dashboards, and monitoring tools to isolate root causes
• Lead incident ownership for high-severity or complex cases 

Endpoint & Patch Management

• Endpoint provisioning via Autopilot, Intune, and PDQ
• Application packaging and patching (e.g., Patch My PC)
• Support vulnerability remediation cycles 

Monitoring

• Production Server Alert monitoring
• Foundry High-Severity Alert monitoring
• Escalate and document alerts per runbook 

Hardware and Software Asset Management

• Receive hardware from procurement/vendors; validate completeness (model, serial, quantity, accessories)
• Tag assets and ensure correct unique identifiers (serial number, asset tag)
• Create/verify asset records in CMDB (ownership, location, cost center, warranty)
• Perform initial readiness checks (boot test, battery/charger)
• Act as L2 escalation for hardware tickets (repeated failure, degradation, incorrect assignment)
• Troubleshoot: hardware defect vs. configuration vs. usage related cause
• Validate software requests (title/version, justification, approvals)
• Ensure license availability before deployment; record assignments in SAM system
• Assign and reclaim licenses from leavers, inactive users, and unused software
• Support license lifecycle: expiry tracking, upgrade/downgrade, decommission cleanup 

Projects and Continuous Improvements

• Execute GSD sprint projects as assigned
• Contribute to automation and continuous improvement initiatives
• Review and improve ticket quality, categorization, and SLA performance 

Required

• Bachelor’s degree in information technology, Computer Science, or a related course (or equivalent practical experience) 
• 2-4 years of experience in an IT support role (service desk, desktop support, or similar)
• Demonstrated experience with Windows OS and macOS troubleshooting
• Hands-on experience with M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID)
• Experience with Jira ITSM or equivalent ticketing platform
• Working knowledge of Jira Service Management (JSM): queues, request types, SLAs, workflows, and automation rules 
• Basic to advanced knowledge of SFTP/FTP file transfer: client configuration, key and credential management, and troubleshooting connection and transfer failures 
• Strong communication skills - written and verbal - including incident documentation
• Willing to do hybrid with 2-3x RTO

Preferred Certifications

• ITIL Foundation (v3 or v4)
• Microsoft 365 Fundamentals (MS-900) or M365 Endpoint Administrator (MD-102)
• Azure Fundamentals (AZ-900)
• CompTIA A+ or equivalent hardware certification

Desirable Skills

• PowerShell scripting for automation and diagnostics
• Experience with Intune/SCCM and endpoint management tooling
• Familiarity with Autopilot,Patch-My-PC, PDQ, or similar provisioning tools
• Exposure to Confluence, knowledge base management, or technical writing
• Awareness of SOC2 compliance and IT security governance principles
• Knowledge of or exposure to AI tools in an IT support context (AI assistants, Copilot, AI-assisted triage, ticket summarization, and knowledge base authoring)