ITMS Support Specialist, Tier 2

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

📋 Description

• Deliver exceptional IT technical support services to clients.

• Conduct remote troubleshooting effectively.

• Assist clients with various network technologies.

• Carry out installation, integration, and migration services.

• Provide outstanding support services while ensuring customer satisfaction.

• Enhance productivity while managing customer tickets or projects.

• Organize tasks based on ticket and project status.

• Diagnose and resolve network issues, escalating when necessary.

• Execute ticket quality control and management.

• Interact with customers via phone, video, and email.

• Record processes and document customer environments.

• Engage in process improvement initiatives.

• Be available for occasional on-call rotation.

⛳️ Requirements

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

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

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

• Demonstrated experience with Microsoft, Mac, and Virtual services.

• Experience in planning and implementing hardware and firmware upgrades, including patching.

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

• Strong experience with ticketing systems and work tracking.

• At least 1 year in a customer-facing role, preferably in a Managed Services Provider (MSP) setting.

• Over 1 year of experience working with SaaS products.

• Capable of troubleshooting and resolving Server, PC, Desktop, VM, and Client/Server issues.

• Comprehensive knowledge of virtualization, hardware, operating systems, patching, backup, security protocols, basic network protocols, and Remote Management tools.

• Excellent communication skills, both written and verbal, for professional interactions with customers.

• Clear documentation skills for ticket and project updates.

• Strong customer service abilities.

• Required: High School diploma or equivalent.

• Microsoft Certifications are preferred.

• Virtualization technology certification (Azure, VMware, and AWS) is a plus.

• Familiarity with MSP tools like ITGlue is advantageous.

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

• Participation in an on-call rotation, typically one week out of every six weeks.

🏝️ Benefits

• Comprehensive benefits package.

• Medical coverage.

• Dental insurance.

• Vision coverage.

• 401K matching.

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

• Ongoing training opportunities.

• Personal and professional development initiatives.

• Supportive and growth-oriented team environment.

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