Remote Support Engineer II (Sat-Tues: 8pm - 7am)
Skills
- 3+ years remote IT support in MSP or multi-tenant environments
- Strong Microsoft 365 and Active Directory administration skills
- Windows OS and endpoint troubleshooting
- Solid network fundamentals (TCP/IP, DNS, DHCP, NAT, VLANs, routing/switching)
- Experience with VPN technologies and remote access optimization
- Familiarity with Fortinet, Cisco, Palo Alto, or Ubiquiti network gear
- Excellent written and verbal communication and documentation discipline
- Ability to multitask and work under SLA-driven processes
Responsibilities
- Respond to inbound client incidents via phone, email, and ticketing system; manage escalations from Tier I resources.
- Perform advanced troubleshooting across networking, servers, endpoints, VPNs, VLANs, and access issues.
- Support and maintain messaging, enterprise applications, endpoint infrastructure, and remote access.
- Coordinate vendor escalations, ISP issues, and platform outages to resolution.
- Document ticket activity, create/maintain knowledge base articles, and drive SLA adherence and CSAT.
- Provide spot training and technical guidance to Engineer I team members and assist Tier 3 as needed.
- Participate in after-hours maintenance windows and on-call rotation when required.
Education
- High school diploma or equivalent required
- Associate's or Bachelor's degree in IT, Computer Science, or related field preferred
- Relevant vendor or industry certifications preferred (CompTIA, Microsoft, Cisco, Fortinet)
Benefits
- Health, dental, and vision insurance
- FSA, HRA, HSA options
- 401(k) retirement plan
- Life and disability insurance
- Paid parental leave and holiday pay
- Flexible vacation and sick time
- Monthly rewards, spot bonuses, and community events
- $100 well-being allowance and other wellness perks
- Learning and development opportunities
Average salary estimate
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