IT Support Specialist – L2, 3rd Shift, Weekends
Job Description: • Serve as an escalation point for complex technical issues unresolved by Tier 1 support during weekdays. • Provide remote assistance to end users across multiple environments, supporting hardware, software, network, and access management issues. • First point of contact for all inbound calls in the Support Call phone queue, outside of working hours. • Conduct outbound calls to customers, clients, vendors, etc. as required. • Field incoming help requests from clients via phone, email, & ITSM ticketing system in a helpful manner. • Generate/update ITSM tickets for new and existing client issues. • 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. • Manage and support user accounts in Active Directory, Microsoft 365, and other systems. Requirements: • 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. • 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. Benefits: • Preferred: Associate’s degree in information technology or a related field. • Mandatory: High School diploma or equivalent. Apply tot his job