Support Engineer II

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

📋 Description

• Act as an escalation point for Remote Support Engineers, offering advanced troubleshooting across client environments.

• Address client incidents and service requests through phone, ticketing systems, and various support channels.

• Diagnose and resolve issues related to: Microsoft 365, Teams, and Exchange Online.

• Manage Microsoft Entra ID and oversee identity management.

• Handle networking tasks, including VPNs, DNS, DHCP, and connectivity issues.

• Support enterprise applications and business systems.

• Assist with workstations, peripherals, printers, mobile devices, and endpoint hardware.

• Oversee backup and recovery operations.

• Coordinate vendor escalations and engage third-party support when necessary.

• Ensure accurate ticket documentation, troubleshooting notes, and client communications throughout the incident lifecycle.

• Provide timely updates to clients and internal stakeholders regarding the status of issues and progress toward resolution.

• Support requests related to file restoration, network access, messaging, applications, and infrastructure.

• Contribute to knowledge base development, documentation enhancements, and operational improvements.

• Mentor and guide junior engineers as required.

• Maintain or surpass established service delivery metrics, response times, and quality standards.

• Foster a collaborative, client-oriented support environment that emphasizes accountability and continuous improvement.

⛳️ Requirements

• Minimum of 3 years of experience in supporting end users, systems, and infrastructure within an IT support, service desk, or MSP setting.

• Proficient troubleshooting skills across Microsoft technologies, networking, endpoint support, and enterprise applications.

• Experience in supporting Microsoft 365, Teams, Exchange Online, and Microsoft Entra ID environments.

• Familiarity with networking concepts, including firewalls, VPNs, DNS, DHCP, wireless networking, and connectivity troubleshooting.

• Ability to handle multiple priorities while maintaining high-quality service in a dynamic environment.

• Strong written and verbal communication skills capable of conveying technical concepts to non-technical users.

• Proven ownership, accountability, and customer advocacy throughout the support process.

• Experience in documenting troubleshooting steps, creating knowledge articles, and maintaining operational documentation.

• Ability to adhere to established processes while applying sound judgment and problem-solving skills.

• MSP experience is highly preferred.

• Dedication to providing a white-glove client experience and acting as a trusted technical advisor.

🏝️ Benefits

• Health, Dental, & Vision coverage.

• Flexible Spending Account (FSA).

• 401k retirement plan.

• Health Reimbursement Account (HRA).

• Health Savings Account (HSA).

• Life and Disability Insurance.

• Paid Parental Leave.

• Holiday Pay.

• Flexible Vacation & Sick Days.

• Observed company holidays, including a day off on your birthday.

• Spot bonuses for outstanding performance.

• Community and social events.

• Opportunities for learning and development.

• Flexible working arrangements.

• $100 well-being allowance.

• Additional health & wellness benefits.