IT Support Engineer, Level 2–3 – Afternoon/Evening Shift

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

📋 Description

• Deliver MSP helpdesk and IT assistance across various customer environments.

• Manage tickets from start to finish, covering intake, troubleshooting, resolution, and documentation.

• Offer remote and phone support to end users on mobile devices, laptops, desktops, remote servers, and virtual machines.

• Appropriately escalate issues and ensure smooth transitions during shift changes.

• Complete both scheduled and ad-hoc tasks while coordinating follow-up activities for other shifts.

• Keep precise ticket documentation, including thorough notes and time entries.

• Administer and troubleshoot Microsoft 365, Active Directory, Group Policy, and endpoint environments.

• Resolve network, virtualization, backup, and infrastructure-related problems across customer environments.

• Monitor and address incoming support requests, prioritizing based on urgency and business impact.

• Carry out other duties pertinent to the role as assigned.

⛳️ Requirements

• Proficient in English, both written and spoken.

• At least 3 years of hands-on IT support experience; candidates with fewer than 3 years may be considered based on strong technical aptitude and troubleshooting capabilities.

• Excellent troubleshooting, problem-solving, and technical diagnosis abilities.

• Capability to work independently during off-peak hours with minimal supervision.

• Ability to identify when an issue necessitates escalation.

• Strong organizational, multitasking, and follow-up abilities.

• Proficient in Microsoft Office (Word, Excel, Outlook) and standard business tools.

• Availability to work from 3:00 PM to 9:00 PM Eastern Time, New York, at least 3 days per week.

• Flexible availability to cover additional days and occasionally work extended hours until 12:00 AM EST.

• Reliable computer with Windows 10 or newer, two monitors, stable high-speed internet, and a professional home workstation.

• Strong expertise in Microsoft 365 administration, including Entra ID, Intune, Exchange Online, and Azure Virtual Machines.

• Hands-on experience in Active Directory administration and Group Policy.

• Proficiency in endpoint troubleshooting across various hardware and operating system environments.

• Familiarity with ticketing systems like 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.

• Practical experience in network administration and troubleshooting, including Fortinet, Cisco, Azure Firewall, or equivalent.

• Interest in long-term career opportunities.

🏝️ Benefits

• 100% remote work.

• Exceptional work environment with growth potential.

• Full-time position requiring 40 hours weekly.

• Long-term career opportunity.