Remote IT Support Engineer (Level 2–3) – Afternoon/Evening Shift

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.