About this role
Remote IT support role with on-site escalation responsibilities in Draper, UT, handling complex hardware, network, and software issues, while coordinating with central IT and vendors.
Key Responsibilities
- Primary escalation point from IT Field Support Technician I
- Diagnose and resolve complex hardware, software, network, and application issues on-site
- Manage routers, switches, WAPs, and firewall rules
- Support local servers and backup systems
- Interpret SOWs and log ITSM tickets
Technical Overview
Provides advanced IT support with a focus on on-site diagnostics, network equipment troubleshooting, and backup systems; leverages Intune and MDM for device management; interprets SOWs and maintains ITSM ticketing.
Ideal Candidate
The ideal candidate is an on-site escalation-focused IT support professional with 2-4 years of experience handling complex hardware/network issues, comfortable with remote coordination and using Intune/MDM for device management.
Must-Have Skills
Primary escalation point from IT Field Support Technician IDiagnose and resolve complex hardwaresoftwarenetworkand application issues on-siteManage and troubleshoot local network equipment (routersswitchesWAPs) and firewall rulesSupport local server and backup systemsInterpret technical SOWs and OEM documentationLog interactions as ITSM tickets
Tools & Platforms
IntuneMDM platforms
Required Skills
On-site escalationadvanced Level 2 supporthardware troubleshootingnetwork troubleshootingRoutersSwitchesWireless access pointsFirewall rulesLocal serverBackup systemsIntuneMDM platformsAsset inventoryITSM ticketsSOW interpretation
Hard Skills
On-site escalationadvanced Level 2 supporthardware troubleshootingnetwork troubleshootingRoutersSwitchesWireless access pointsFirewall rulesLocal serverBackup systemsIntuneMDM platformsAsset inventoryITSM ticketsSOW interpretation
Soft Skills
CommunicationProblem-solvingTeam collaborationTime managementCustomer service
Keywords for Your Resume
Help Desk/Desktop Support AnalystIT Field Support Specialist IIon-site escalationadvanced Level 2on-site supportroutersswitcheswireless access pointsfirewall ruleslocal serverbackup systemsIntuneMDM platformsasset inventorylog ITSM ticketstechnical escalationcustomer serviceproblem-solvingcommunicationHelp DeskDesktop Supporthardware troubleshootingnetwork troubleshootingMDMITSM tickets
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