IronOrbit is seeking a Tier 2 IT Support Specialist to join our remote IT team. This role serves as an escalation point for complex issues unresolved by Tier 1 support during weekdays and provides first-line response to incidents, service requests, and monitoring event alarms on weekends. If you’re an experienced IT professional with strong troubleshooting skills and a customer-first mindset, this is a great opportunity to advance your career in a fast-paced, cloud-driven environment.
Key Responsibilities
Phone & Customer Support
- Act as the first point of contact for inbound support calls during off-hours.
- Field and triage requests via phone, email, and ITSM system with courtesy and precision.
- Document, update, and track tickets through resolution or escalation.
- Perform basic account management tasks: password resets, session unlocks, connection setups, etc.
- Handle monitoring alarms and route/escalate cases as needed.
- Conduct QA, triage, and first-contact support for incoming tickets.
Tier 2 Technical Support
- Troubleshoot and resolve advanced hardware, software, and peripheral issues.
- Configure virtual desktops (VMware Horizon) and related applications.
- Support and configure laptops, desktops, mobile devices, monitors, and printers.
- Resolve intermediate networking issues (DNS, VLANs, connectivity).
- Perform remote installations of client applications in cloud environments.
- Manage user accounts in Active Directory, Microsoft 365, and related systems.
- Provide MFA support (Duo, Microsoft) and handle onboarding/offboarding tasks.
- Collaborate with Tier 3 engineers for escalated issues and projects.
- Participate in IT deployments, migrations, and system upgrades.
Skills & Expertise
- 5+ years in Windows systems administration (MS900/AZ900 a plus).
- 3+ years supporting cloud/VDI solutions (VMware Horizon, Citrix, RDS; VCTA/VCP a plus).
- Strong networking skills (TCP/IP, DHCP, DNS, SMTP, VLANs; CCNA a plus).
- Proficiency with Office 365, AD, GPOs, VOIP, MDM, Veeam, Cisco, Sophos, SonicWall.
- Intermediate knowledge of VMware/Hyper-V and SQL databases.
- Strong communication, organizational, and problem-solving skills.
- Interest in Cloud Engineering and managed services environments.
Experience
- 3+ years in Tier 2 support within a Managed Services Provider (MSP).
- Hands-on experience with VDI, printers, and mobile device support.
- Network troubleshooting experience required.
- Bonus: experience with monitoring tools (e.g., NinjaOne RMM).
Education
- Preferred: Associate’s degree in IT or related field.
- Required: High school diploma or equivalent.
Why IronOrbit?
At IronOrbit, you’ll be part of a dynamic remote team that values expertise, collaboration, and innovation. We offer a competitive hourly rate, diverse technical challenges, and the opportunity to grow in a cloud-first environment.
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