IT Support Specialist - L2 (3rd Shift & Weekends)IronOrbit • Anaheim, CA, US
IT Support Specialist - L2 (3rd Shift & Weekends)
IronOrbit • Anaheim, CA, US
30+ days ago
Job type
- Full-time
Job descriptionField 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. 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. Preferred : Associate’s degree in information technology or a related field. Mandatory : High School diploma or equivalent.
Job Description
Job Description
Description
⚠️ BEWARE OF JOB SCAMS
All job emails will come from pinpointhq.com , our ATS.
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.
Customer Support / CRM :
Tier 2 Support :
Skills, Knowledge & Expertise
Experience :
Education
Education :
Create a job alert for this search
Specialist 3Rd Shift • Anaheim, CA, US
Related jobs
A company is looking for an IT Support Coordinator to provide technical support for a global remote workforce.Key Responsibilities Provide Tier 1 and Tier 2 technical support for hardware, softwa...Show more A company is looking for an IT Associate to support its technical operations and enhance user experience in a remote setting.
Key Responsibilities Provide technical support for users and manage on...Show more 
Turion Space is seeking a motivated.IT services to our rapidly growing team.This role is perfect for someone who wants to grow with a dynamic aerospace company, supporting engineers and operations ...Show more
IT Support Specialist - Connectivity Support.Primarily Remote – Some travel to sites as needed.MUST be local to one of the following : Seattle, Portland, Los Angeles, Phoenix, Detroit, Indiana...Show more A company is looking for a Solution Owner for Customer Support IT Applications.Key Responsibilities Act as the primary IT liaison for Customer Support, identifying and shaping new business initia...Show more A company is looking for an Enterprise IT Tech I to provide remote IT support for staff and executives.Key Responsibilities Provide remote IT support, delivering timely and effective solutions M...Show more 
Full-Time / Contract / On-site.We are seeking a hands-on and experienced.In this role, you will support end-user technology and infrastructure across warehouse and logistics functions.You’ll ...Show more
At TaxRise, we don't just provide tax relief services; we provide hope, stability, and solutions to individuals and families facing financial uncertainty.
Our team is passionate about reshaping ...Show more
Talented Systems Administrators and L1 / L2 / L3 Technicians Wanted for a Growing Team!.Are you passionate about new challenges and eager to expand your technical skills in a dynamic environment? We're...Show more A company is looking for a Tier 3 Expert Support Specialist.Key Responsibilities Provide escalation and resolution for complex IT issues Develop automation scripts and analytics using Power BI ...Show more 
IT Customer Support Specialist (Los Angeles - 90046) •.Apply promptly! A high volume of applicants is expected for the role as detailed below, do not wait to send your CV.
Company seeks professional,...Show more
The Tier 3 IT Support Specialist serves as the escalation point for complex technical issues that cannot be resolved by Tier 1 or Tier 2 support.
This senior-level position bridges the gap between f...Show more A company is looking for an IT Specialist to join their IT Department and support employees with technical issues.Key Responsibilities Provide technical support to employees through helpdesk serv...Show more 
Join the XRG Team : Where Passion for Hospitality Meets Limitless Opportunities!.At Xperience Restaurant Group (XRG), our foundation is built on the unwavering dedication of team members who exude a...Show more A company is looking for an IT Specialist to join their IT team remotely.Key Responsibilities Manage and maintain Microsoft Cloud Office 365 and Azure Cloud services Handle Active Directory admi...Show more 
The IT Support Specialist I work directly with attorneys, staff, professional managers and firm directors as the frontline point of contact for the firm.
The IT Support Specialist I have regular int...Show more A company is looking for an IT Support Engineer to ensure the smooth operation of its IT infrastructure during a period of rapid growth.
Key Responsibilities Provide technical support via helpdesk...Show more IT Support Specialist - Connectivity Support.Primarily Remote – Some travel to sites as needed – Must be local to Los Angeles, CA or Phoenix, AZ.
Hours over 40 will be paid at Time and a...Show more
IT Support Coordinator
VirtualVocations • Mission Viejo, California, United States
Full-time
Last updated: 3 days ago • Promoted
IT Support Associate
VirtualVocations • Van Nuys, California, United States
Full-time
Last updated: 30+ days ago • Promoted
IT Support Specialist
Turion Space • Irvine, CA, US
Full-time +1
Last updated: 10 days ago • Promoted
IT Support Specialist - Connectivity Support (Remote - Some Travel)
Blue Star Partners LLC • Los Angeles, CA, US
Remote
Full-time
Last updated: 30+ days ago • Promoted
Solution Owner for IT Applications
VirtualVocations • Mission Viejo, California, United States
Full-time
Last updated: 26 days ago • Promoted
IT Support Technician
VirtualVocations • Signal Hill, California, United States
Full-time
Last updated: 30+ days ago • Promoted
IT Support Specialist
IntelliPro Group Inc. • Los Angeles, CA, US
Full-time
Last updated: 30+ days ago • Promoted
Lead IT Support Specialist
TaxRise • Irvine, CA, US
Full-time
Last updated: 30+ days ago • Promoted
IT Specialist
Computer Concepts • San Dimas, California, United States
Full-time
Quick Apply
Last updated: 30+ days ago
Expert Support Specialist
VirtualVocations • Van Nuys, California, United States
Full-time
Last updated: 3 days ago • Promoted
IT Customer Support Specialist
Confidential - [Continuing Education] • Los Angeles, CA, United States
Part-time +1
Last updated: 4 hours ago • Promoted • New!
Technical Support Specialist Tier III
AMEN CLINICS, INC., A MEDICAL CORPORATION • Costa Mesa, CA, US
Full-time
Last updated: 30+ days ago • Promoted
IT Support Specialist
VirtualVocations • Mission Viejo, California, United States
Full-time
Last updated: 30+ days ago • Promoted
IT Support Analyst
FM Restaurants HQ LLC • Cypress, CA, US
Permanent
Last updated: 30+ days ago • Promoted
IT Specialist
VirtualVocations • Huntington Beach, California, United States
Full-time
Last updated: 30+ days ago • Promoted
IT Support Specialist I (Swing Shift)
TEKsystems • Los Angeles, CA, United States
Permanent
Last updated: 22 days ago • Promoted
IT Support Engineer
VirtualVocations • Signal Hill, California, United States
Full-time
Last updated: 30+ days ago • Promoted
IT Support Specialist - Connectivity Support (Remote Southwest USA)
Blue Star Partners LLC • Los Angeles, CA, US
Remote
Full-time
Last updated: 30+ days ago • Promoted