ITMS Support Specialist – Tier 2

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver top-notch IT technical support services to clients.

• Conduct remote troubleshooting and provide support for a variety of network technologies.

• Execute installation, integration, and migration services.

• Enhance productivity while addressing customer tickets or projects.

• Manage work priorities through monitoring ticket and project statuses.

• Diagnose, analyze, configure, and resolve network issues; escalate as necessary.

• Ensure ticket quality control and effective ticket management.

• Offer customer service via phone, video, and email communications.

• Document procedures and customer environments comprehensively.

• Engage in initiatives aimed at process improvement.

• Plan and implement hardware and firmware upgrades, including patch management.

• Participate in an occasional on-call rotation.

⛳️ Requirements

• Candidates must be legally authorized to work in the United States without the need for current or future sponsorship.

• 3-5 years of experience in a Systems Engineer role or a similar position.

• Proficient in troubleshooting, analyzing, and configuring VMware, O365, backups, desktops, Windows, and client/server environments across various Operating Systems.

• Demonstrated expertise with Microsoft, Mac, and virtual services.

• Solid technical knowledge of contemporary network hardware, protocols, and internet standards.

• Strong experience with ticketing systems and work tracking methodologies.

• Over 1 year of experience in a customer-facing role, preferably within a Managed Service Provider (MSP) setting.

• At least 1 year of experience working with SaaS products.

• In-depth understanding of virtual machines, hardware, operating systems, patching, backup solutions, security protocols, basic network protocols, and remote management tools.

• Effective and professional communication skills when interacting with customer contacts.

• Clear written communication skills for ticket and project updates as well as customer information dissemination.

• Exceptional verbal communication, documentation, and customer service abilities.

• A High School diploma or equivalent is mandatory.

• Occasional work outside of standard business hours may be necessary.

• Willingness to participate in an on-call rotation, typically once every six weeks.

• Some travel may be required on an as-needed basis.

🏝️ Benefits

• Comprehensive benefits package.

• Medical coverage.

• Dental insurance.

• Vision plans.

• 401K matching program.

• 7 company holidays plus generous paid time off (PTO).

• Ongoing training opportunities.

• Personal and professional development prospects.

• Compensation for occasional on-call rotation is not specified.