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IronOrbit · 3 days ago

IT Support Specialist - L2 (3rd Shift & Weekends)

United States

Full-time

Remote

Mid, Senior Level

$33/hr - $40/hr

3+ years exp

IronOrbit is a company focused on managed services, and they are seeking an experienced Tier 2 IT Support Specialist to join their remote IT support team. The role involves providing advanced technical support for escalated end-user issues and serving as a first line of response for client incidents and service requests during weekends.

Cyber SecurityInformation TechnologySecuritySoftwareTelecommunicationsVirtual Reality

Responsibilities

First point of contact for all inbound calls in the Support Call phone queue, outside of working hours. Screen all calls, assign priority, address issues and requests, or route as required

Conduct outbound calls to customers, clients, vendors, etc. as required

Special handling of calls as required (Sales)

Must be mature, self-actualized, patient with end-users, and able to deal with varying levels of client disaffection

Field incoming help requests from clients via phone, email, & ITSM ticketing system in a helpful and courteous manner. Generate/update ITSM tickets for new and existing client issues

Determine priority of support requests based on customer urgency and impact of the reported incident. Build rapport, elicit problem details from clients including nature of problem & error information

Add, update, remove, verify ITSM ticket information as needed, including security pins, questions, updates, new client onboarding/offboarding, etc

Perform ‘scripted’ and documented solutions as outlined in our KB (knowledge base), as qualified and trained. Perform functions like Account/Session lockouts, password resets, connection setup, email/mobile client setup, etc

Record, track, & follow documentation during the incident process, including all supervisors’ instructions, and successful/unsuccessful solutions applied through the final resolution or escalation

Perform application upgrades and updates scheduled outside of working hours

Review/Triage Monitoring event alarms, decide to action or route to appropriate ticket queues (RFQ or Virtual Infrastructure). Understand and apply policies and guidelines for escalations

Review/Code all cases coming into the ticket queue during shifts

Review and provide first contact to any cases

Actively review the KB and participate in cross-training opportunities to advance to the IT Support Specialist position

Provide advanced technical support for escalated end-user issues, including hardware, software, and peripheral troubleshooting via phone, email, chat or remote session

Set up and configure virtual desktops utilizing VMware Horizon and associated applications

Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology

Diagnose and resolve intermediate network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 3 for complex issues

Perform remote installations of client applications within a cloud environment (e.g. QuickBooks, Lacerte, Bluebeam, AutoCad, Revit, etc.)

Manage and support user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support (e.g. Duo, Microsoft), and onboarding/offboarding tasks

Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up

Act as a liaison between end users and higher-tier support teams, ensuring clear communication and prompt issue resolution

Participate in IT projects including deployments, office moves, system migrations and server upgrades

Qualification

Windows systems administrationCloud environment supportNetworking knowledgeVMware HorizonActive Directory managementIT service managementDatabase knowledgeCommunicationOrganizational skillsTeam collaboration