Bulletproof, a GLI Company · 22 hours ago
Technical Analyst II
Salt Lake City, UT
Full-time
Onsite
Mid LevelBulletproof, a GLI company, is a global leader in technology, security, and compliance solutions. The Technical Analyst II is responsible for ensuring professional IT service delivery to clients, overseeing Tier 1 analysts, and providing escalation support for complex issues.
EducationInformation ServicesInformation TechnologySoftwareTraining
Responsibilities
Responds to issues escalated by Tier 1 in a timely fashion
Corrects end user issues and escalates any issues that cannot be corrected promptly to the appropriate Knowledge Practice group
Assists client IT personnel in client locations, resolving end user issues
Performs limited installations and resolves support issues within LAN/WAN environments
Maintains records, logs and reports of clients’ assistance and troubleshooting requests
Provides hands-on training, training materials and documentation for client equipment for employees when necessary
Works with leadership in other Knowledge Practices and departments to build a strong understanding of business needs to identify and implement changes, modifications, or new systems and business applications
Improves technical processes and evaluates interrelationships between systems, identifying how changes may affect a variety of systems within Bulletproof/client infrastructures
Provides operational support of infrastructure assets including email systems, backup systems, Active Directory/user management, and new user PC/network set-ups, as well as managing Bulletproof’s CSP, Knowledge Base, VoIP, and PSA solutions. This may involve solutions from all Bulletproof partners
Monitor and review IT system logs, server security and special services on servers; identifying errors and making modifications as needed
Resolves issues within the network systems and infrastructure software. Must have the ability to assess a situation quickly and help arrive at the most beneficial resolution for all parties involved
Maintains confidentiality about any information being processed, stored, or accessed, as required
Responsible for upholding network and IT environment security measures set by client/Bulletproof policies
Maintains knowledge of remote access products
Responsible for attaining and maintaining strong technical knowledge of systems used and provided by Bulletproof (Microsoft 365/Azure, Windows, MacOS, Android &iOS,)
Responsible for assisting Service Desk management in the guidance and mentorship of Tier 1 analysts
Performs other duties as assigned by management
Responsible for regular review of the Service Desk’s IT service requests and incidents to ensure timely resolutions for Bulletproof’s clients, as well as to identify and address any customer concerns around customer service, wait times, etc
Qualification
Required
A Bachelor's degree in a related technical discipline or a college certificate or diploma in information technology and/or have relevant experience and industry certification
Solid working knowledge of Microsoft 365/Azure, Microsoft Windows and Microsoft Office programs is a requirement
Excellent communication and interpersonal skills, exceptional telephone manners and a strong customer service orientation is essential
Ability to work independently with minimal supervision while handling multiple tasks and changing priorities
Preferred
Familiarity with ITIL processes is an asset
Experience with Incident Management and/or Change Management are an asset
Experience in a hosting environment is an asset
Any certifications from Microsoft and Fortinet would be an asset
A valid Driver's License would be an asset
Benefits
Comprehensive Health, Dental, and Vision Insurance
Optional Health Benefits
Vacation Time
401k Plan
Annual Discretionary Bonus
Anniversary Reward Bonus
Additional Mental Health Benefits through our Employee Assistance Program
Company
Bulletproof, a GLI Company
Headquartered in Canada with locations across the US and around the globe, Bulletproof’s ultimate goal is to help your organization reduce IT, security, and/or compliance complexities.
Founded in 2000
201-500 employees
H1B Sponsorship
Bulletproof, a GLI Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
unknown2022-01-01Acquired
Leadership Team
Jeff Shaw
Chief Operating Officer
Steven Burns
President / COO
Recent News
2025-12-16
Canada NewsWire
2022-10-05
Company data provided by crunchbase