Remote Support Engineer II (Sat-Tues: 9am - 8pm)
Skills
- 3+ years remote IT support or network troubleshooting in an MSP or multi-tenant environment
- Proficient with Microsoft 365, Active Directory, and Windows OS
- Experience with VPN technologies and endpoint troubleshooting
- Working knowledge of networking concepts: TCP/IP, DNS, DHCP, NAT, VLANs, routing/switching
- Familiarity with Fortinet, Cisco, Palo Alto, or Ubiquiti firewall/network equipment
- Strong written and verbal communication skills with a customer-first mindset
- Disciplined documentation practices and SLA/process adherence
- Ability to multitask in high-volume environments and mentor junior engineers
Responsibilities
- Respond to inbound client incidents via phone, email, and ticketing system and handle internal escalations.
- Perform advanced troubleshooting of desktop, network, VPN, VLAN, and access issues across multi-tenant environments.
- Support and maintain network access, messaging, enterprise applications, and endpoint infrastructure.
- Provide break/fix, configuration assistance, and user education for workstations, Office/GSuite, mobile devices, and peripherals.
- Accept and lead escalations from the Remote Support Team and coordinate vendor/ISP escalations when needed.
- Triage incident volume to meet SLAs and ensure client satisfaction.
- Assist Tier 3 staff with research, documentation, and validation of resolutions.
- Create and maintain knowledge base articles and user-facing FAQs to improve team efficiency.
- Provide spot training and technical guidance to Engineer I team members.
- Maintain documentation, progress notes, and departmental performance metrics.
- Participate in scheduled after-hours maintenance windows or on-call rotations as required.
Education
- High school diploma or equivalent required
- Associate or Bachelor’s degree in IT, Computer Science, or related field preferred
- Relevant industry certifications (CompTIA, Microsoft, Cisco) preferred
Benefits
- Health, Dental & Vision insurance
- Flexible Spending Account (FSA), Health Reimbursement Account (HRA), Health Savings Account (HSA)
- 401(k) retirement plan
- Life and Disability insurance
- Paid parental leave
- Holiday pay and twelve company-observed holidays (including birthday and work anniversary day off)
- Flexible vacation and sick days
- Monthly rewards, spot bonuses, and $100 well-being allowance
- Learning and development opportunities
- Flexible remote working environment and accommodations
Average salary estimate
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