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

Description⚠️ BEWARE OF JOB SCAMS reputed company job emails will come from pinpointhq.com, our ATS. We are seeking an reputed company and motivated Tier 2 IT Support Specialist to join our remote IT support team. In this role, you will serve as an escalation reputed company for reputed company 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 reputed company. Key ResponsibilitiesPhone Support:

• First reputed company of contact for reputed company inbound calls in the Support Call phone queue, reputed company of working hours. Screen reputed company calls, assign reputed company, address issues and requests, or reputed company 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.

Customer Support/CRM:

• Field incoming help requests from clients reputed company phone, email, & ITSM ticketing system in a helpful and courteous manner. Generate/update ITSM tickets for new and existing client issues.
• Determine reputed company 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 reputed company pins, questions, updates, new client onboarding/offboarding, etc.
• reputed company ‘scripted’ and documented solutions as outlined in our KB (knowledge reputed company), as qualified and trained. reputed company functions like Account/Session lockouts, password resets, reputed company setup, email/mobile client setup, etc.
• Record, track, & follow documentation during the incident process, including reputed company supervisors’ instructions, and successful/unsuccessful solutions applied through the final resolution or escalation.
• reputed company application upgrades and updates scheduled reputed company of working hours
• Review/Triage Monitoring event alarms, decide to action or reputed company to appropriate ticket queues
• (RFQ or Virtual Infrastructure). Understand and apply policies and guidelines for escalations
• Review/Code reputed company 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.

Tier 2 Support:

• Provide advanced technical support for escalated end-user issues, including hardware, software, and peripheral troubleshooting reputed company 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 reputed company issues.
• reputed company remote installations of client applications reputed company a cloud environment (e.g. QuickBooks, Lacerte, Bluebeam, AutoCad, Revit, etc.)
• Manage and support user accounts in Active Directory, reputed company 365, and other systems; handle access requests, MFA support (e.g. Duo, reputed company), 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 reputed company 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, reputed company, reputed company, and reputed company 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 reputed company a busy workplace.
• Interest in Cloud Engineering and its impact on greater business practices.
• Skilled at working reputed company with a team of engineers, or alone as required.

Experience:

• Minimum of 3 years in a support role reputed company 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 reputed company RMM.

EducationEducation:

• Preferred: Associate’s degree in information technology or a reputed company field.
• Mandatory: High School diploma or equivalent.

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