IT Support Specialist - L2 (3rd Shift & Weekends)
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 the weekdays. Weekend shift role is typically first line response to client incidents, service requests as well as responding to 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
Phone Support:- 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.
Skills, Knowledge & Expertise
- 5+ years of experience in a Windows systems administrator role. MS900/AZ900 certifications are a plus.
- 3+ years of supporting private/public cloud environments: VMWare Horizon, Citrix, TS/RDS, or other VDI solutions. VCTA/VCP are a plus.
- 3+ years working with networking, including TCP/IP, DHCP, DNS, SMTP, HTTP, and distributed networks. CCNA is a plus.
- Solid experience using Veeam, Office 365, GPOs, VOIP, MDM, Cisco, Sophos, and SonicWall firewalls.
- Intermediate knowledge of VMware and Hyper-V environments.
- Strong knowledge of Windows Server.
- Strong knowledge of Windows AD, DHCP, and DNS.
- Database experience, including knowledge of SQL.
- Excellent communication and organizational skills, and the ability to stay focused on completing tasks and meeting goals within a busy workplace.
- Interest in Cloud Engineering and its impact on greater business practices.
- Skilled at working in tandem with a team of engineers, or alone as required.
- Minimum of 3 years in a support role within a Managed Services Provider (Tier 2 escalated support).
- Experience supporting/deploying virtual desktop instances, printers, mobile phone devices.
- Troubleshooting network connectivity issues.
- Additional consideration given for experience with event monitoring and response, especially NinjaOne RMM.
Education
Education:- Preferred: Associate’s degree in information technology or a related field.
- Mandatory: High School diploma or equivalent.