IT Support Engineer

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Manage L1/L2 technical support inquiries for business users and client environments

• Oversee customer infrastructure, cloud systems, servers, and endpoints

• Administer and resolve issues related to Microsoft 365 services, including Exchange Online, Teams, Intune, Entra ID / Azure AD, and user access

• Provide support for Windows desktop, Windows Server, and basic Mac OS

• Work with Active Directory, DNS, DHCP, TCP/IP, VPN, remote desktop tools, and common networking troubleshooting scenarios

• Assist with security and endpoint protection tools such as Microsoft Defender, Bitdefender, Sophos, or comparable solutions

• Utilize RMM, PSA, ticketing, time tracking, and documentation platforms like ConnectWise and ITglue

• Collaborate with third-party vendors and software support teams for advanced troubleshooting

• Create, update, and maintain technical documentation, SOPs, troubleshooting guides, and client environment notes

• Support multiple client environments and escalate issues as necessary

• Complete a hiring process that includes HR, technical, and client interviews

⛳️ Requirements

• Significant experience in MSP, NOC, remote IT support, or outsourced infrastructure support

• Solid practical knowledge of Microsoft 365 administration: Exchange, Teams, Intune, Entra ID / Azure AD

• Proficiency in Windows Server and Windows desktop support

• Understanding of networking fundamentals: DNS, DHCP, TCP/IP, firewalls, VPNs, routers, and switches

• Experience with remote support tools like TeamViewer, ScreenConnect, or similar

• Familiarity with ticketing and documentation practices

• Proficient written and spoken English for effective customer communication

• Ability to support multiple clients or environments simultaneously while maintaining organization

• Competency in troubleshooting independently, gathering information, analyzing logs, and clearly communicating next steps

• Experience with MSP tools such as ConnectWise, Kaseya, or similar

• Working knowledge of security platforms such as Microsoft Defender, Sophos, Blackpoint, Ironscales, ConnectSecure, or similar

• Basic PowerShell scripting skills for automation and troubleshooting

• Experience in supporting business software like QuickBooks, Sage, tax/accounting software, or other client-specific applications

• Relevant certifications such as MS-900, Network+, Sophos, Datto, Microsoft 365, Azure Fundamentals, or similar

• Experience with Citrix, RDS / Terminal Services, VMware ESXi, vSphere, Hyper-V, or Azure infrastructure

• Dependable and disciplined in daily support tasks

• Ability to remain calm under pressure, particularly during incidents or urgent client requests

• Strong customer-service orientation

• Capable of documenting work clearly and consistently

• Adaptable to various client environments, tools, and processes

• Quick learner who can ask the right questions when documentation is lacking

🏝️ Benefits

• B2B contract

• Paid sick leave

• 20 days of paid vacation

• Complimentary English lessons

• Flexible work schedule

• Official holidays are non-working days

• Funding for courses and certifications

• Access to coach/psychologist consultations

• Workshops

• Career development plan

• Mentoring opportunities

• Educational support

• Medical Health Insurance

• Options for remote work

• Training programs

• Team-building events and group activities