How your CV stacks up
Upload your CV to see how well it fits this job role
?%
IT Support Analyst II
IT Support Analyst II (Level 2) – AlphaSense
About AlphaSense
The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.
The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets.
AlphaSense is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!
About The Role
As an IT Support Analyst II (Level 2), you will handle higher-complexity issues, reduce escalations, and actively improve our knowledge systems. Operating with independence, you are a trusted problem-solver and a critical escalation point for the IT team. Your primary focus will be on advanced troubleshooting and knowledge expansion.
In this role, you will work independently on most tickets and make judgment calls within defined standards. You may also lead small projects, such as device refreshes or office setups, ensuring our workforce operates seamlessly.
Responsibilities
Advanced Resolution
- Troubleshoot deeper OS, networking, and identity issues.
- Resolve technical escalations from Level 1 analysts.
- Investigate recurring incidents to identify potential root causes and implement lasting solutions.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Knowledge Ownership
- Create new Knowledge Base (KB) articles when solving new or unique problems.
- Identify opportunities for ticket deflection through self-service and improved documentation.
- Contribute to automation initiatives to streamline repetitive tasks.
Service Health Awareness
- Recognize patterns in the support queue that indicate broader service degradation.
- Escalate trends proactively (not just individual tickets) to leadership.
Mentorship
- Guide and support Level 1 Analysts through complex technical issues.
- Assist in onboarding and peer coaching for newer team members.
Requirements
About You
✔ Proven experience in an IT Support or Help Desk role, successfully handling complex technical issues. ✔ Deep knowledge of operating systems, networking fundamentals, and identity management. ✔ Strong ability to work independently, manage your own time, and make judgment calls within defined IT standards. ✔ Excellent problem-solving skills with a strong focus on root-cause analysis. ✔ Strong written and verbal communication skills, especially for creating documentation and mentoring peers.
(Nice to have – experience that strengthens the role) 🔹 Experience leading small IT projects (e.g., office setups, device lifecycle management). 🔹 Familiarity with enterprise tooling such as Okta, Google Workspace, Kandji, Microsoft Intune, or similar platforms. 🔹 Scripting or automation experience to assist with IT process improvements.
Success Metrics
✅ Sustained high First Contact Resolution (FCR) rate for complex issues. ✅ Measurable contributions to the Knowledge Base that lead to ticket deflection. ✅ Successful delivery of small-scale IT projects.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Why Join Us?
🌍 Work at the intersection of IT operations and security in a fast-growing, AI-driven company. 🚀 Opportunity to shape how IT service delivery scales across a global organization. 🤝 Collaborative, high-trust team culture with a bias toward action and continuous improvement. 💼 Competitive compensation, benefits, and meaningful career growth opportunities.
AlphaSense Commitment to Equality & Security
Equal Opportunity Employer
AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals.
🚫 We do not discriminate on the basis of race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military/veteran status, disability, or any other non-merit factor. This policy applies to all aspects of employment.
Reasonable Accommodation
AlphaSense provides reasonable accommodation to qualified employees with protected disabilities, as required by law.
Recruiting Scams & Fraud Alert
🚨 We have been made aware of fraudulent job postings involving impersonation of AlphaSense recruiters. These scams include:
🔸 Fake job offers 🔸 Requests for sensitive personal information 🔸 Demands for payment
⚠️ AlphaSense never asks candidates to pay for job applications, equipment, or training. 🔹 All official communications come from an @alpha-sense.com email address.
🔍 If you’re unsure, verify job listings on our Careers page.
If you believe you’ve been targeted by a scam, contact us. Security matters to us.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location