About the Role
IronOrbit is seeking an experienced and motivated Tier 2 IT Support Specialist to join our remote Managed Services team. You will serve as an escalation point for complex technical issues unresolved by Tier 1, provide remote assistance to end users, and handle weekend shift responsibilities as the first line of response to client incidents, service requests, and monitoring alarms. This role requires advanced troubleshooting skills, strong communication, and a customer-first mindset.
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Key Responsibilities
Phone Support
- Answer inbound calls in the Support Call queue, screen/assign priority, and address issues or route appropriately
- Conduct outbound calls to customers, vendors, and clients as needed
- Provide professional, patient, and effective communication with varying levels of client satisfaction
Customer Support / CRM
- Field client requests via phone, email, and ITSM ticketing system
- Document and prioritize issues in ITSM, including onboarding/offboarding tasks
- Troubleshoot using scripted/documented KB solutions (password resets, account lockouts, session connections, etc.)
- Review, triage, and escalate monitoring alarms appropriately
- Participate in cross-training and knowledge base updates
Tier 2 Support
- Provide advanced troubleshooting for escalated hardware, software, and peripheral issues
- Configure virtual desktops using VMware Horizon
- Set up and maintain desktops, laptops, mobile devices, printers, and other office tech
- Diagnose and resolve intermediate network problems (connectivity, DNS, VLANs)
- Support installations of client applications in cloud environments (e.g., QuickBooks, AutoCAD, Revit)
- Manage and support Active Directory, Microsoft 365, and MFA solutions
- Collaborate with Tier 3 engineers on complex issues
- Contribute to IT projects such as deployments, migrations, and upgrades
Skills & Expertise
- 5+ years as a Windows Systems Administrator (MS900/AZ900 certifications a plus)
- 3+ years supporting cloud/VDI environments (VMware Horizon, Citrix, TS/RDS) – VCTA/VCP a plus
- 3+ years networking experience (TCP/IP, DHCP, DNS, SMTP, HTTP) – CCNA a plus
- Proficient in Veeam, Office 365, GPOs, VOIP, MDM, Cisco, Sophos, SonicWall firewalls
- Strong knowledge of VMware, Hyper-V, Windows Server, Active Directory, DHCP, and DNS
- Database/SQL knowledge a plus
- Experience with NinjaOne RMM preferred
Experience & Education
- Minimum 3 years in a Tier 2 support role within a Managed Services Provider
- Hands-on experience with VDI deployments, printers, mobile devices, and network troubleshooting
- Associate’s degree in IT (preferred) or high school diploma/equivalent (required)
Why Join IronOrbit
- Competitive pay ($33–$40/hr)
- Work remotely with a collaborative, fast-paced IT team
- Opportunity to expand expertise in cloud engineering and managed services
- Direct impact on client success through advanced troubleshooting and support
APPLY