Job Summary:
We are seeking a highly technical and self-motivated Remote IT Support Engineer (Level 2–3) – Afternoon/Evening Shift to join our MSP support team and provide reliable IT assistance across multiple customer environments. This role will be responsible for delivering remote and phone-based support, managing tickets from initial intake through resolution, and troubleshooting a wide range of technical issues involving endpoints, Microsoft 365, Active Directory, networks, servers, virtualization, and backup systems. The ideal candidate will have strong hands-on IT support experience, excellent written and verbal English communication skills, and a proven ability to diagnose and resolve technical issues efficiently. The successful candidate must be comfortable working independently during off-peak hours, managing multiple priorities, documenting work accurately, and escalating issues appropriately when needed. This is a great opportunity for a technically capable professional looking for a long-term career opportunity in a dynamic MSP environment.
Key Responsibilities:
- Provide MSP helpdesk and IT support across multiple customer environments.
- Own tickets end-to-end, from intake and troubleshooting through resolution and documentation.
- Provide remote and phone support for end users across various endpoint types, including mobile devices, laptops, desktops, remote servers, and virtual machines.
- Escalate issues appropriately and ensure clear handoffs during shift changes.
- Complete scheduled and ad-hoc tasks and coordinate follow-up activities for other shifts.
- Maintain accurate ticket documentation, including detailed notes and time entries.
- Administer and troubleshoot Microsoft 365, Active Directory, Group Policy, and endpoint environments.
- Troubleshoot network, virtualization, backup, and infrastructure-related issues across customer environments.
- Monitor and respond to incoming support requests, prioritizing issues based on urgency and business impact.
- Perform other duties related to the position as assigned.
Qualifications & Requirements:
- Proficient level of English (written and spoken).
- Excellent responsiveness and communication skills, allowing for effective collaboration with clients, colleagues, and teammates.
- Minimum of 3 years of hands-on IT support experience, preferably in both on-site and remote support environments.
- Candidates with less than 3 years of experience may be considered based on strong technical aptitude and troubleshooting skills.
- Highly technical with strong troubleshooting and problem-solving skills.
- Ability to diagnose and resolve technical issues efficiently and independently.
- Comfortable working independently during off-peak hours with limited supervision.
- Strong judgment and initiative when handling technical issues.
- Ability to recognize when an issue requires escalation and take appropriate action.
- Strong organizational and multitasking skills, with a positive and professional attitude.
- Strong follow-up skills with the ability to manage multiple priorities in a fast-paced environment.
- Self-motivated with the ability to work independently and follow established processes.
- Quick learner with the ability to adapt to new systems and workflows.
- Creative, resourceful, and proactive with an out-of-the-box mindset.
- Proficiency with Microsoft Office (Word, Excel, Outlook), and standard business tools (email, spreadsheets, document management).
- Ability to work 3:00 PM–9:00 PM Eastern Time, New York (minimum 3 days per week) and adapt to business needs.
- Must have flexible availability to cover additional days as needed and occasionally work extended hours until 12:00 AM (3:00 PM–12:00 AM EST).
- Interested in long-term career opportunities.
- Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.
- Professional home workstation capable of supporting uninterrupted remote work.
Software & Technical Expertise:
- Strong proficiency in Microsoft 365 administration, including Entra ID, Intune, Exchange Online, and Azure Virtual Machines.
- Hands-on experience with Active Directory administration and Group Policy.
- Proficiency in endpoint troubleshooting across diverse hardware and operating system environments.
- Familiarity with ticketing systems such as HaloPSA, Jira, ServiceNow, or equivalent.
- Experience with backup solutions such as Backup Exec or equivalent.
- Knowledge of virtualization platforms, including Hyper-V, VMware, or equivalent.
- Hands-on experience with network administration and troubleshooting, including Fortinet, Cisco, Azure Firewall, or equivalent.
Compensation & Benefits:
- 100% remote work.
- Compensation in USD.
- Full-time position with 40 hours weekly.
- Please note that this is a long-term opportunity.
- Great work environment with potential for growth.
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