Enterprise IT Support Analyst, L2

The Enterprise IT Support Analyst L2 is a key member of Versant Media’s Enterprise IT Operations group, serving as the first point of contact for employees and partners requiring IT support. This role provides assistance both in-person (onsite), and through the help line, resolving a high percentage of issues at first contact. Success in this position requires strong technical expertise, proactive problem-solving skills, and a commitment to delivering exceptional customer service.

The Analyst will handle a wide range of support requests across the Versant IT landscape, escalating complex issues when necessary while maintaining ownership and communication. This is a hands-on, customer-facing role where professionalism, responsiveness, and technical agility are essential to exceeding service expectations.

ESSENTIAL RESPONSIBILITIES

• Provide support to customers via Phone, Chat, In Person, (Onsite and TechBar)
• Ability to diagnose complex problems and work to resolution
• Deliver exceptional customer service
• Understand Team targets and deliver to them

• Collaborate where required on service improvement plans and operational projects
• Identify process improvement opportunities and feedback to the management team
• Take ownership of escalations as necessary from team or Management
• Act as an SME for projects, applications, and processes as required

 WHO WE’RE LOOKING FOR

• Someone who genuinely puts their customer first
• A team player who acts in the interest of all
• A passionate and motivated individual
• Someone with a flexible schedule that can cover later shifts, weekends or holidays when neede

SKILLS AND EXPERIENCE

• 2-3 years of relevant IT experience
• Experience with common technologies including Windows, Mac OSX, Office 365, Active Directory, mobile device management, etc.

• Awareness of ITIL fundamentals 
• Relevant experience in performing and managing clearly defined SLA targets and KPI’s
• Passionate about technology
• Ability to work onsite four to five days per week
• Candidates will also require an environment suitable for working from home part-time (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection)

The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].

VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means.