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

F3 Design; Anaheim (CA); Remote; USD 100,000 - 125,000; Full time

Job summary

A leading company in managed services is seeking a Tier 2 IT Support Specialist to join their remote team. The role involves providing advanced technical support, managing user accounts, and troubleshooting various IT issues. Ideal candidates will have significant experience in Windows administration, networking, and cloud environments, ensuring a customer-first approach in all interactions.

Qualifications

• 5+ years in Windows systems administration.
• 3+ years supporting cloud environments like VMWare Horizon.
• 3+ years networking experience: TCP/IP, DHCP, DNS.

Responsibilities

• Serve as an escalation point for complex technical issues.
• Provide advanced support for escalated issues including hardware and software.
• Field incoming help requests via phone, email, & ITSM ticketing system.

Skills

Windows systems administration

Networking

Communication

Cloud Engineering

Education

High School diploma or equivalent

Associate’s degree in IT or related field

Tools

VMware Horizon

Citrix

Active Directory

Microsoft 365

Job description

Department: Managed Services

Location: IronOrbit - Remote

Compensation: $33.00 - $40.00 / hour

Description

We are seeking an experienced and motivated Tier 2 IT Support Specialist to join our remote IT support team. In this role, you will serve as an escalation point for complex technical issues unresolved by Tier 1 support during weekdays. The weekend shift role is typically the first line response to client incidents, service requests, and monitoring event alarms. You’ll provide remote assistance to end users across multiple environments, supporting hardware, software, network, and access management issues. This position requires excellent problem-solving skills, strong communication, and a customer-first mindset.

Key Responsibilities

1. Phone Support:• First point of contact for all inbound calls in the Support Call phone queue outside of working hours. Screen calls, assign priority, address issues and requests, or route as required.
   • Conduct outbound calls to customers, clients, vendors, etc.
   • Handle special calls (Sales) as required.
   • Be mature, self-actualized, patient with end-users, and able to deal with varying levels of client disaffection.
2. Customer Support/CRM:• Field incoming help requests via phone, email, & ITSM ticketing system. Generate/update ITSM tickets.
   • Determine priority based on urgency and impact.
   • Build rapport, elicit problem details, and document solutions.
   • Perform scripted solutions from KB, such as account lockouts, password resets, setup tasks.
   • Record and track incident documentation.
   • Perform application upgrades and updates outside of working hours.
   • Review/Triage monitoring alarms.
   • Participate in cross-training and review KB for support advancement.
3. Tier 2 Support:• Provide advanced support for escalated issues, including hardware, software, peripherals.
   • Configure virtual desktops with VMware Horizon.
   • Set up desktops, laptops, and other devices.
   • Diagnose network issues and coordinate with Tier 3.
   • Install applications in cloud environments.
   • Manage user accounts in Active Directory, Microsoft 365, etc.
   • Respond to support tickets and ensure proper documentation.
   • Facilitate communication between end users and higher-tier support.
   • Participate in IT projects like deployments and migrations.

Skills, Knowledge & Expertise

• 5+ years in Windows systems administration; MS900/AZ900 certifications are a plus.
• 3+ years supporting cloud environments like VMWare Horizon, Citrix, VDI solutions; VCTA/VCP a plus.
• 3+ years networking experience: TCP/IP, DHCP, DNS, etc.; CCNA a plus.
• Experience with Veeam, Office 365, GPOs, VOIP, MDM, Cisco, Sophos, SonicWall.
• Knowledge of VMware, Hyper-V, Windows Server, Windows AD, DHCP, DNS.
• Database knowledge, including SQL.
• Excellent communication and organizational skills.
• Interest in Cloud Engineering.
• Ability to work independently or with a team.

Experience

• Minimum 3 years in a support role within a Managed Services Provider (Tier 2 escalated support).
• Experience with virtual desktops, printers, mobile devices.
• Network troubleshooting experience.
• Experience with event monitoring and response, especially NinjaOne RMM, is a plus.

Education

• Preferred: Associate’s degree in IT or related field.
• Mandatory: High School diploma or equivalent.