Job description
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.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.