It Support Engineer

Location

Remote (Must be available during U.S. Eastern Standard Time working hours)

Company

We are a fast-growing U.S.-based Managed Service Provider (MSP) that delivers innovative IT solutions to small and medium-sized businesses across various industries.

We pride ourselves on our proactive service model, team collaboration, and a customer-first mindset.

About the Role

As anIT Support Engineer, you will handle high-priority incidents, perform advanced troubleshooting, and take ownership of critical client systems.

You will act as the final point of escalation within the support team, liaising with vendors, resolving sophisticated infrastructure and network issues, and supporting project implementations.

This is a hands-on role that demands deep technical expertise, strong client-facing skills, and the ability to lead troubleshooting efforts with confidence and precision.

Key Responsibilities

• Act as the final escalation point for all technical issues unresolved by Level 1 and 2 support engineers.
• Diagnose and resolve complex issues related to Windows Server environments, networking, virtualization (VMware / Hyper-V), cloud platforms (Azure / M), and business-critical applications.
• Troubleshoot and remediate firewall, VPN, and advanced routing issues across multi-site client networks.
• Interface directly with clients to provide expert-level support and consultation.
• Work with third‑party vendors for issue resolution (hardware, software, licensing, etc.).
• Collaborate with account managers and project teams to align IT operations with business needs.

Systems & Infrastructure

Security & Compliance

Documentation & Reporting

Qualifications & Experience

Required

Nice to Have

Soft Skills

Working Hours

Full‑time

Must be available during U.S. Eastern Standard Time (EST) business hours (typically 8 AM – 5 PM EST)

What We Offer

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