Remote Support Engineer II - Identity & Access Management

TL;DR

Remote Support Engineer II (IAM): Handling day-to-day user access, onboarding and offboarding, and end-user support across multiple clients with an accent on Microsoft 365, Active Directory, and Google Workspace. Focus on troubleshooting permissions, connectivity issues, and maintaining accurate ticket documentation under high volume.

Location: Remote across all US locations (salary exceptions for MA, NY, CA)

Salary: $55,000 - $70,000

Company

Managed IT services provider specializing in cybersecurity, cloud, and secure environments for regulated organizations.

What you will do

• Manage user onboarding and offboarding, including account creation, permissions, and workstation setup
• Perform IAM tasks across Microsoft 365, Active Directory, and Google Workspace
• Handle inbound support requests via phone and ticketing, resolving end-user issues timely
• Troubleshoot Microsoft 365, Active Directory, connectivity (VPN, wireless), end-user devices
• Perform basic system checks on desktops, servers, and virtual desktops (VMware Horizon, vSphere)
• Maintain detailed ticket documentation and communicate status to clients and teams
• Follow processes to meet ticket volume, response, and resolution metrics

Requirements

• 2+ years in help desk, service desk, or remote support
• Hands-on with Microsoft 365 administration and Active Directory (user management, permissions, groups)
• Experience supporting end-users across devices, applications, connectivity
• Strong attention to detail for user access and permissions
• Ability to manage multiple tickets in fast-paced environment
• Strong communication for non-technical users

Nice to have

• Experience in MSP or multi-client environment
• Familiarity with VPNs, basic networking, virtual desktop environments

Culture & Benefits

• Health, Dental, Vision, FSA, 401k, HRA, HSA, Life/Disability Insurance, Paid Parental Leave
• 14 holidays including birthday off, flexible vacation/sick days, spot bonuses
• Community events, learning/development, $100 well-being allowance, health perks
• Focus on work-life balance, career growth, ownership, and continuous improvement