IT Support Analyst

ThreatSpike - IT Support Analyst

Hiring in: United States

Role Type: Full-time, five days a week

Location: Fully remote

About ThreatSpike

ThreatSpike is the AI-Managed IT Department. We deliver fully managed IT and complete security as one platform, one team, one fixed price - replacing the legacy MSP model entirely. Every business we work with gets world-class IT from day one, gets measurably better every week, and never has to manage a vendor relationship again.

We are the first company to operate as both the technology vendor and the service provider simultaneously. When we find a problem, we ship the fix directly into the platform - every customer benefits immediately, at no extra charge. Agentic AI runs through every layer of how we operate. Our forward-deployed engineers execute against a structured roadmap in our customers’ environments every single day.

Today, ThreatSpike protects more than 400 customers across 90 countries.

Following Series A funding from Expedition Growth Capital, ThreatSpike is growing fast. This is a rare opportunity to join at a pivotal moment. We look for high-potential individuals who want to push themselves, take ownership, and make a real impact. If you’re ambitious, thrive in fast-moving environments, and want to be part of a company where your work directly fuels growth, this is the place for you.

The Role

Your mission as a Support Analyst is to be a hands-on technical problem solver who resolves complex support tickets and security incidents, getting our clients back up and running fast. By combining strong technical troubleshooting with clear, confident communication, you’ll be the one our clients rely on when things get tricky.

This is a focused support role. You’ll operate across 1st/2nd line support, phone-based support, and security remediation - handling routine incident and request tickets, as well as those where a deeper technical hand is needed - working directly with clients of all sizes, often in fast-paced, high-volume, and high-pressure situations.

What you’ll be doing

• Providing 1st/2nd line support - solving a wide variety of tasks across IT and security in different environments and across different systems, communicating with customers to effectively solve problems
• Handling phone line support - being a clear, confident voice for clients, including those who are tense or under pressure, across fast-paced and high-volume workloads
• Documenting ticket resolutions and SOPs for other analysts to follow
• Remediating security incidents - acting quickly on incidents raised by the ThreatSpike SOC to remediate issues and get clients safely back to work, and gathering details to assist our SOC in performing the underlying security analysis
• Being a ThreatSpike software expert - building deep, practical knowledge of ThreatSpike’s software so you can resolve client issues quickly and confidently
• Contributing to ad hoc projects and automations - getting involved in initiatives that streamline support delivery, such as self-service tools and ticket automation

How you’ll grow

Within 3 months:

• Master support for the ThreatSpike Wire Agent software so you can independently assist our clients in solving a range of complex issues
• Build confidence handling 1st and 2nd line issues, giving a deeper technical hand across complex, multi-layered issues
• Develop strong phone-based support skills, staying calm and clear when working with tense clients across fast-paced, high-volume periods
• Gain hands-on experience remediating security incidents raised by the ThreatSpike SOC, getting clients back to work quickly and safely

Within 12 months:

• Gain a full understanding of how to troubleshoot and resolve the vast majority of our most complex client issues end-to-end
• Become a trusted escalation point for junior support analysts, providing guidance and insight to less experienced members of the team on their day-to-day tickets
• Get involved in smaller projects and automations on an ad hoc basis, helping improve support delivery across the service desk
• Handle high-pressure, high-volume periods calmly and effectively, maintaining excellent client relationships throughout

About You

Experience and Education (one of the following):

• 1 or more years of IT support experience plus an associate or bachelor’s degree (or international equivalent) in information technology, computer science, cybersecurity, or a related field. Degrees in progress will be considered.
• 3 or more years of IT support experience
• An equivalent combination of education, certifications, and experience

Required Qualifications

• Proven hands-on technical experience, whether from supporting production environments, building homelabs, or contributing to open-source projects
• Advanced English proficiency (C1–C2 level)
• Strong written and verbal communication skills, including the ability to explain technical issues to non-technical users and stay calm with frustrated or escalated clients
• A genuine commitment to delivering excellent customer service
• Ability to work in a fast-paced, high-volume environment and switch between multiple clients and issues without losing track
• Advanced troubleshooting skills across complex, multi-layered technical issues, with a focus on finding root cause
• Hands-on administrative experience with Active Directory (including Group Policy and hybrid identity), Entra ID (MFA, Conditional Access, sign-in log review), and Microsoft 365
• Working knowledge of Exchange Online, including mail flow troubleshooting and email authentication (SPF, DKIM, DMARC)
• Solid working knowledge of Microsoft Intune or a similar MDM platform
• Strong understanding of computer hardware and software fundamentals
• Strong understanding of networking fundamentals (subnetting, VLANs, DNS, DHCP, firewall rules)
• Experience with ticketing systems and remote monitoring and management (RMM) tools
• Comfort using the Windows command line and PowerShell for administration and troubleshooting
• Experience writing clear ticket notes and knowledge base documentation
• Ability to own escalations through resolution and to recognize when an issue needs to be escalated beyond 2nd line

Preferred Certifications

• CompTIA A+
• CompTIA Network+ or CCNA
• Microsoft MS-102, MD-102, or AZ-104
• ITIL Foundation

Preferred Qualifications

• Prior experience working for an MSP
• Practical application of information security principles, including vulnerability management and incident response fundamentals such as remediating compromised accounts and phishing
• Comfort writing and maintaining automation scripts in PowerShell, Python, or Bash
• Experience troubleshooting macOS and using Apple device management tools such as Apple Business Manager, Jamf, or Kandji
• Experience administering non-Microsoft productivity suites such as Google Workspace
• Experience administering enterprise cloud platforms such as Azure, AWS, or GCP

What you get

• Work with the best - our team has experience in banking, consulting, high-tech, and cybersecurity
• Learn at a rapid pace - we’ll train you, push you, and support you in obtaining professional certifications
• Grow incredibly fast - we promote from within based on merit, with clear paths from support analyst into senior analyst roles, specialist teams, or management
• Present at industry conferences - we’ll help you become a recognized expert
• Make an impact - this is your chance to be at the cutting edge of IT and security
• Remote working from the United States