Remote Support Engineer II
Skills
- 3+ years in remote IT support or MSP/multi-tenant environments
- Proficient with Microsoft 365, Active Directory, and Windows OS
- Experience with VPN technologies and endpoint troubleshooting
- Working knowledge of TCP/IP, DNS, DHCP, NAT, VLANs, and routing/switching
- Familiarity with Fortinet, Cisco, Palo Alto, or Ubiquiti firewalls
- Strong written and verbal communication
- Excellent documentation discipline and SLA adherence
- Ability to multitask in high-volume environments
- Customer-first mindset and mentoring ability
Responsibilities
- Respond to internal and client incident escalations via phone, email, and ticketing systems.
- Perform advanced troubleshooting for desktop, network, connectivity, VPN, VLAN, and access issues.
- Support and maintain network access, messaging, enterprise applications, and endpoint infrastructure.
- Provide break/fix and user education for workstations, Office & GSuite, line-of-business apps, peripherals, and mobile devices.
- Accept and lead escalations from Remote Support Team resources; direct others during complex remediation.
- Coordinate vendor escalations for ISP outages or platform issues.
- Triage and remediate incidents to meet SLA targets and maintain client satisfaction.
- Assist Tier 3 staff with research, documentation, and resolution validation.
- Create and maintain knowledge base articles and FAQs to improve first-call resolution.
- Provide spot training and technical guidance to Engineer I team members.
- Maintain detailed ticket documentation and departmental performance metrics.
- Participate in scheduled after-hours maintenance windows and on-call rotation as needed.
Education
- High school diploma or equivalent required
- Associate or Bachelor's degree in IT/related field preferred but not required
- Relevant certifications preferred (e.g., CompTIA, Microsoft, Cisco)
Benefits
- Health, dental, and vision insurance
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- 401(k) retirement plan
- Health Reimbursement Account (HRA)
- Life and disability insurance
- Paid parental leave and holiday pay
- Flexible vacation and sick days; twelve company holidays including birthday and work anniversary
- $100 well-being allowance and other wellness perks
- Monthly rewards, spot bonuses, learning and development opportunities
- Remote-friendly accommodations and inclusive workplace policies
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Experienced DBA/Platform Engineer to optimize SQL/NoSQL systems, lead performance tuning and security, and support AWS migration for Experian's healthcare revenue cycle solutions.
Lead and develop a hands-on technology team supporting KTDO's mission-critical broadcast, news and production systems as Manager, Technology at NBCUniversal in El Paso.
Experienced Intellum LMS administrator needed for a part-time remote consultant role to manage platform administration, integrations, data operations, and reporting.
Lead technical operations and a team supporting nationwide NOC/WNOC services to maintain mission-critical network performance and availability for a federal agency.
Athena is hiring a part-time Technology Support Apprentice to provide in-office hands-on and remote support for Mac/PC endpoints, Microsoft 365/Azure administration, AV systems, and asset management.
Lead and maintain Proper’s corporate IT stack and operational processes to ensure secure, scalable, and consistent technology across a fast-growing portfolio organization.
Coretelligent is a leading provider of comprehensive managed IT and private cloud services, enabling organizations to seamlessly power and successfully grow their businesses. We provide complete IT support 24 hours a day, 365 days a year, making ...
2 jobs
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
