Remote Support Engineer
Job Summary
Owning the resolution of complex technical issues, the full-time Remote Support Engineer III will serve as a senior technical contributor in a remote environment, leading advanced troubleshooting across multi-tenant client infrastructures while ensuring client satisfaction and operational uptime.
Key Responsibilities:
- Serve as a senior escalation point for complex technical incidents, leading advanced troubleshooting and resolution across multi-tenant client environments
- Receive, triage, and resolve inbound client incidents via phone, email, and ticketing systems during assigned second-shift coverage
- Create and maintain technical documentation, knowledge base articles, and client-facing FAQs to improve resolution efficiency and consistency
Required Qualifications:
- 5+ years of experience providing remote IT support in a Managed Service Provider (MSP) or complex, multi-tenant environment
- Advanced proficiency with Microsoft 365, Active Directory, Windows OS, and VPN technologies
- Strong working knowledge of networking concepts including TCP/IP, DNS, DHCP, and VLANs
- Hands-on experience supporting and troubleshooting firewall and network equipment
- Demonstrated ability to lead complex incident resolution and manage multiple high-priority issues simultaneously
Complete Job Description
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