Remote Support Engineer II
New
C
CoretelligentManaged IT
Remote (U.S)Full-TimeMiddle
SalaryThe reasonably expected annual compensation range for this position is $65,000 - $70,000.
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Job Details
- Experience
- 3+ years of experience supporting end users, systems, and infrastructure within an IT support, service desk, or MSP environment
- Required Skills
- Networking
Requirements
- Have 3+ years of experience supporting end users, systems, and infrastructure in an IT support, service desk, or MSP environment.
- Have experience supporting Microsoft 365, Teams, Exchange Online, and Microsoft Entra ID environments.
- Bring strong troubleshooting skills across Microsoft technologies, networking, endpoint support, and enterprise applications.
- Be familiar with firewalls, VPNs, DNS, DHCP, wireless networking, and connectivity troubleshooting.
- Be able to manage multiple priorities and maintain high-quality service in a fast-paced environment.
- Have strong written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
- Demonstrate ownership, accountability, and customer advocacy throughout the support process.
- Have experience documenting troubleshooting steps, creating knowledge articles, and maintaining operational documentation.
- Be able to follow established processes while exercising sound judgment and problem-solving skills.
- MSP experience is strongly preferred.
Responsibilities
- Serve as an escalation point for Remote Support Engineers and provide advanced troubleshooting across client environments.
- Respond to client incidents and service requests through phone, ticketing systems, and other support channels.
- Troubleshoot Microsoft 365, Teams, Exchange Online, Microsoft Entra ID, networking, enterprise applications, endpoints, and backup and recovery operations.
- Coordinate vendor escalations and third-party support engagements when necessary.
- Maintain accurate ticket documentation, troubleshooting notes, and client communications throughout the incident lifecycle.
- Provide timely updates to clients and internal stakeholders about issue status and resolution progress.
- Support file restoration, network access, messaging, application, and infrastructure-related requests.
- Assist with knowledge base development, documentation improvements, and operational process enhancements.
- Mentor and provide guidance to junior engineers as needed.
- Maintain or exceed service delivery metrics, response times, and quality standards.
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