Remote Support Engineer II

TL;DR

Remote Support Engineer II (MSP IT): Managing and resolving complex technical issues in multi-tenant environments with an accent on advanced troubleshooting of networking, servers, endpoints, and security configurations. Focus on leading incident remediation, optimizing VPN and connectivity, coordinating vendor escalations, and ensuring SLA adherence under high volume.

Location: Remote across all US locations (salary range excludes MA, NY, CA). Mon-Fri 9am-6pm ET. E-Verify required.

Salary: $60,000 - $75,000 (depending on experience, location, skills)

Company

Managed IT services provider specializing in secure, scalable IT environments for regulated organizations, with focus on cybersecurity, cloud, and strategy.

What you will do

• Receive and resolve inbound incidents via phone, email, or tickets, including escalations from Tier 1.
• Perform advanced troubleshooting for desktops, networks (connectivity, VPN, VLAN), applications, and endpoints.
• Maintain network access, messaging, enterprise apps, and infrastructure; coordinate vendor support for outages.
• Lead complex incident triage and remediation to meet SLAs; assist Tier 3 with research and validation.
• Create knowledge base articles, provide spot training to junior engineers, and document all activities.
• Participate in after-hours maintenance or on-call as needed; maintain performance metrics for utilization and CSAT.

Requirements

• 3+ years remote IT support or network troubleshooting in MSP/multi-tenant environment
• Proficient in Microsoft 365, Active Directory, Windows OS, VPN technologies, business applications
• Knowledge of TCP/IP, DNS, DHCP, NAT, VLANs, routing/switching; endpoint troubleshooting
• Familiarity with Fortinet, Cisco, Palo Alto, or Ubiquiti firewalls/network gear
• Excellent communication, documentation, multitasking in high-volume setting; collaborative mindset

Culture & Benefits

• Health, Dental, Vision, FSA, 401k, HRA, HSA, Life/Disability Insurance, Paid Parental Leave
• Flexible Vacation & Sick Days, 12 holidays (incl. birthday, work anniversary), spot bonuses
• Monthly rewards, community events, learning/development, $100 well-being allowance, wellness perks
• Remote-first with healthy work-life balance, career growth opportunities, inclusive culture