Remote IT Support Specialist - Cloud & Virtualization

F3 Design

Anaheim (CA)

Remote

USD 32,000 - 41,000

Full time

2 days ago

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Job summary

IronOrbit is seeking an experienced, customer-focused IT Support Specialist to join our remote Managed Services team. This role handles escalated issues beyond frontline support and collaborates with engineers on advanced infrastructure needs.

The ideal candidate demonstrates strong troubleshooting, clear communication, and a genuine curiosity about how technology works. You'll support end‑user hardware, Microsoft technologies, networking, and hosted applications across cloud and hosted

Qualifications

Three or more years of professional IT support experience, preferably within a Managed Services Provider environment.
Demonstrated experience troubleshooting beyond scripted solutions and standard KB procedures.
Strong working knowledge of Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, remote support tools, and ITSM platforms.
Experience supporting virtual desktops or hosted app environments such as VMware Horizon, Citrix, or RDS.
Familiarity with VMware, Hyper‑V, Windows Server, Group Policy, RMM tools like NinjaOne or Veeam, and network security appliances.

Responsibilities

Investigate and resolve escalated end-user technical issues across applications, operating systems, virtual desktops, authentication, networking, endpoints, and supporting infrastructure.
Use a methodical, curious approach to troubleshooting: review symptoms, logs, alerts, changes, and business impact to identify root causes where practical, not just immediate workarounds.
Provide professional customer support through phone, email, chat, remote sessions, and the IT service management platform, keeping customers informed throughout the resolution process.
Review ticket details, previous troubleshooting, and environmental context to determine appropriate next steps, identify patterns, and elevate thoughtfully when needed.
Manage and troubleshoot user accounts, access requests, MFA, Active Directory, Microsoft 365, onboarding, and offboarding activities.
Configure and support virtual desktops, desktops, laptops, mobile devices, printers, peripherals, and client applications in cloud or hosted environments.
Diagnose connectivity, DNS, DHCP, VLAN, and other network‑related issues; elevate appropriately to Tier Three Engineering while maintaining ownership of the issue through resolution.
Review, triage, and respond to monitoring alerts and events, including identifying issues that require tickets, investigation, escalation, or proactive follow‑up.
Build familiarity with customer environments and look for opportunities to prevent recurring issues, improve documentation, and make support more efficient.
Document customer communications, troubleshooting steps, findings, and resolutions thoroughly in the IT service management platform.
Create and improve knowledge base documentation, share lessons learned, and support cross‑training with front‑line Analysts and fellow Specialists.
Perform approved application upgrades, maintenance, and after‑hours support activities as needed.