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

Job Description:

  • 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 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

Requirements:

  • Proficient level of English (written and spoken)
  • Minimum of 3 years of hands-on IT support experience; candidates with less than 3 years may be considered based on strong technical aptitude and troubleshooting skills
  • Strong troubleshooting, problem-solving, and technical diagnosis skills
  • Ability to work independently during off-peak hours with limited supervision
  • Ability to recognize when an issue requires escalation
  • Strong organizational, multitasking, and follow-up skills
  • Proficiency with Microsoft Office (Word, Excel, Outlook) and standard business tools
  • Ability to work 3:00 PM–9:00 PM Eastern Time, New York, minimum 3 days per week
  • Flexible availability to cover additional days and occasionally work extended hours until 12:00 AM EST
  • Reliable computer running Windows 10 or newer, two monitors, stable high-speed internet, and a professional home workstation
  • 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
  • Interest in long-term career opportunities

Benefits:

  • 100% remote work
  • Great work environment with potential for growth
  • Full-time position with 40 hours weekly
  • Long-term career opportunity
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