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

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

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, patient with end-users, and able to deal with varying levels of client disaffection.
• Customer Support / CRM : 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.
• Tier 2 Support : 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 :

Education :

About IronOrbit :

At IronOrbit, we're more than just a technology company - we're a fully integrated Information & Communications Technology partner. As a Specialized Cloud Services Leader, we're dedicated to helping businesses across major industries and verticals plan, deploy, and fuel their digital transformations. IronOrbit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. IronOrbit is committed to a diverse and inclusive workplace.