Remote Support Engineer III

Location: Remote within the United States; salary range applies across all US locations except Massachusetts, New York, and California.

Salary: $95,000–$105,000 per year, depending on experience, skills, work location, education, and training.

Company

Managed IT, cybersecurity, cloud, and technology strategy services are provided to growing, highly regulated organizations through a secure and structured service delivery model.

What you will do

• Serve as the senior escalation point for complex incidents across multi-tenant client environments and lead advanced troubleshooting through resolution.
• Receive, triage, and resolve client incidents through phone, email, and ticketing systems during assigned second-shift coverage.
• Troubleshoot desktop, server, network, application, VPN, VLAN, firewall, connectivity, identity, and access issues.
• Own incidents end to end, including prioritization, communication, SLA adherence, vendor and ISP escalations, and client outcomes.
• Support Microsoft 365, Active Directory, endpoint infrastructure, Windows systems, and line-of-business applications while partnering with Tier III and Platform teams on root-cause analysis and long-term fixes.
• Create technical documentation, knowledge-base articles, and client-facing FAQs, and mentor Engineer I and II team members through incident support and best-practice guidance.

Requirements

• 5+ years of remote IT support experience in a Managed Service Provider or complex, multi-tenant environment.
• Advanced proficiency with Microsoft 365, Active Directory, Windows OS, VPN technologies, and enterprise endpoint support.
• Strong working knowledge of TCP/IP, DNS, DHCP, NAT, VLANs, and routing and switching.
• Hands-on experience supporting and troubleshooting firewall and network equipment such as Fortinet, Cisco, Palo Alto, or Ubiquiti.
• Ability to lead complex incident resolution and manage multiple high-priority issues simultaneously.
• Excellent written and verbal communication skills and a customer-first mindset.
• High standards for documentation, process adherence, and SLA-driven environments.
• Ability to collaborate effectively while serving as a senior technical resource for others.
• Ability to participate in after-hours maintenance windows or on-call rotation, work independently, and exercise strong technical judgment.

Nice to have

• CompTIA Network+ and/or Security+ certification.
• Microsoft Certified: Modern Desktop Administrator Associate certification.
• Microsoft Certified: Azure Administrator Associate certification.
• Fortinet NSE 4 or equivalent firewall certification.
• Cisco CCNA or equivalent networking certification.
• VMware Certified Professional or equivalent virtualization certification.

Culture & Benefits

• Health, dental, vision, FSA, HRA, HSA, life, and disability insurance.
• 401(k), paid parental leave, holiday pay, flexible vacation, and sick days.
• Fourteen holidays, including a day off on the employee’s birthday.
• Learning and development opportunities, career growth, monthly rewards, spot bonuses, and community and social events.
• Flexible working life, work-life balance, a $100 stand-up desk allowance, and additional health and wellness perks.
• Remote-work accommodations are available in alignment with the Americans with Disabilities Act; benefits packages may vary by location.