ITMS Support Specialist – Tier 2

The ITMS Support Specialist – Tier 2 is responsible for handling escalated technical issues, providing advanced troubleshooting, root cause analysis, and end-to-end resolution for complex IT support requests. You will collaborate with Tier 1 technicians and other technical teams to maintain service excellence and ensure a seamless client experience. Key responsibilities include handling escalated technical support incidents, performing advanced troubleshooting for various systems, conducting root cause analysis, and implementing long-term solutions. You will also document solutions, build knowledge base articles, and contribute to process improvements. Additionally you will mentor Tier 1 technicians and participate in on-call rotation as needed. The role requires 4+ years of experience in IT support, strong technical knowledge of Windows and macOS, Microsoft 365, VMware, and experience with troubleshooting network configurations, Active Directory, and remote desktop tools. Excellent problem-solving and communication skills are essential.