ITMS Support Specialist – Tier 2

. Provide high-quality IT technical support services to clients .

Posted 9/25/2026full-timeRemote • United StatesMid-LevelSenior💰 $35 - $40 per hourWebsite

Tools & technologies

VMware

Key responsibilities & impact

Provide high-quality IT technical support services to clients
Perform remote troubleshooting and support for various network technologies
Deliver installation, integration, and migration services
Optimize productivity while assigned to customer tickets or projects
Prioritize work through ticket and project status
Troubleshoot, analyze, configure, and resolve network issues; escalate where appropriate
Perform ticket quality control and ticket management
Provide customer service by phone, video, and email
Document processes and customer environments
Participate in process improvement initiatives
Plan and execute equipment hardware and firmware upgrades, including patching
Participate in an occasional on-call rotation

What you’ll need

Candidates must be authorized to work in the United States without the need for sponsorship now or in the future
3-5 years’ experience as a Systems Engineer or similar role
Ability to troubleshoot, analyze, and configure VMware, O365, backups, desktops, Windows, client/server in a variety of Operating Systems
Proven track record and 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 preferred
1+ years working with SaaS products
Strong knowledge of VM, hardware, operating systems, patching, backup, security protocols, basic network protocols, and remote management tools
Ability to communicate effectively and professionally with customer contacts
Clear written communication for ticket/project updates and customer information
Excellent verbal, documentation, and customer service skills
High School diploma or equivalent is required
Occasional work outside normal business hours may be required
Ability to participate in an on-call rotation, typically 1 week out of 6 weeks
Minimal travel may be required on an as-needed basis

Comp & perks