ITMS Support Specialist, Tier 2

Role overview Customer-facing technical support role delivering remote troubleshooting, installation, integration, and migration services for clients using varied network technologies. The position emphasizes quality and customer satisfaction while balancing ticket work, documentation, and process improvement across diverse client environments.

Responsibilities - Deliver high-quality IT technical support through remote troubleshooting, installation, integration, and migration services - Prioritize work through ticket and project status - Resolve network issues and escalate when appropriate - Maintain ticket quality control and disciplined ticket management - Communicate with customers via phone, video, and email - Document customer environments, processes, and ticket or project updates - Participate in on-call responsibility on rotation - Contribute to process improvement initiatives

Requirements - 3–5 years of experience as a Systems Engineer or similar role - Ability to troubleshoot, analyze, and configure VMware, O365, backups, desktops, Windows, and client/server environments across various operating systems - Experience with Microsoft, Mac, and virtual services - Working technical knowledge of current network hardware, protocols, and internet standards - Strong background with ticketing systems and tracking work - 1+ years in a customer-facing role, MSP experience preferred - 1+ years working with SaaS products - Broad knowledge of VMs, hardware, operating systems, patching, backup, security protocols, network protocols, and remote management tools - Strong written and verbal communication skills with a dedication to exceptional customer service - Excellent documentation skills

Nice to have - Microsoft certifications - Experience with Intune, Connectwise, Automate, or N-Able - Virtualization technology certifications such as Azure, VMware, or AWS - Familiarity with MSP tools like ITGlue

Benefits and work setup - Full benefits including medical, dental, and vision - 401K match - 7 company holidays plus generous PTO - Normal business hours with occasional work outside those hours as needed - On-call rotation typically 1 week out of 6 - Minimal travel as needed