Consulting Cloud Architect, OpenShift
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Design and deliver Red Hat OpenShift, Kubernetes, and hybrid cloud solutions for enterprise customers. Lead customer engagements focused on infrastructure, automation, and application delivery.
Open
Shield is a technology-enabled partner and investor for managed service providers (MSPs), helping them grow through patient capital, operational support, and applied AI engineering. Its team works alongside partner businesses through forward-deployed engineering, HR, finance, recruiting, and people-development support, as well as strategic guidance on mergers and acquisitions. Shield’s approach is designed to support long-term growth while preserving local leadership and company culture, with a focus on implementing practical, AI-first solutions.
IT Support Specialist - California Remote
Resolve escalated technology issues for IronOrbit’s remote managed services team. Support Microsoft, networking, virtual desktop, access, and infrastructure environments.
Description
- Resolve escalated end-user issues involving applications, operating systems, virtual desktops, authentication, networks, endpoints, and related infrastructure
- Analyze symptoms, logs, alerts, recent changes, and business impact to determine root causes
- Assist customers by phone, email, chat, remote session, and IT service management platform
- Assess ticket history, prior troubleshooting, and environmental details to select next steps, recognize patterns, and escalate when appropriate
- Administer and troubleshoot accounts, access requests, MFA, Active Directory, Microsoft 365, onboarding, and offboarding
- Configure and support virtual desktops, computers, mobile devices, printers, peripherals, and client applications across cloud and hosted environments
- Diagnose connectivity, DNS, DHCP, VLAN, and related network problems, escalating to Tier Three Engineering while retaining ownership through resolution
- Monitor, triage, and respond to alerts and events
- Learn customer environments and help prevent recurring problems, strengthen documentation, and improve support efficiency
- Record customer interactions, troubleshooting actions, findings, and resolutions in the IT service management platform
- Develop and refine knowledge base materials, share lessons learned, and contribute to cross-training
- Complete approved application upgrades, maintenance, and after-hours support when required
Requirements
- High school diploma or equivalent is required
- An associate degree in information technology or a related discipline is preferred
- At least three years of professional IT support experience, ideally with a managed services provider or multi-customer support operation
- Ability to troubleshoot beyond scripted workflows and standard knowledge base instructions
- Proficiency with Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, remote support tools, and IT service management platforms
- Experience supporting virtual desktop, remote desktop, or hosted application environments such as VMware Horizon, Citrix, RDS, or comparable technologies
- Familiarity with VMware, Hyper-V, Windows Server, Group Policy, RMM platforms such as NinjaOne, Veeam or similar backup tools, VoIP, MDM, and network security appliances is preferred
- Strong technical curiosity and interest in developing skills across cloud infrastructure, virtualization, networking, automation, backup and recovery, security, and Microsoft technologies
- Clear written and verbal communication, sound judgment, attention to detail, and the ability to stay calm and organized while handling multiple issues
- Certifications such as VCTA, VCP, CCNA, or Microsoft credentials are advantageous but not required
- Availability Monday through Friday during core first-shift hours covering Pacific Time, with a start time between 0700 and 0900 PST
Benefits
- Build deeper expertise in cloud infrastructure, virtualization, networking, Microsoft technologies, monitoring, backup and recovery, automation, and security
- Progress toward senior support or engineering responsibilities
- Share technical knowledge with teammates and contribute to cross-training
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