Information Technology Support Engineer

Job Title: IT Support Engineer

Shift: EST (Eastern Standard Time)

Type: Full-Time

Experience Required: 3–5 Years

Location: Remote

Job Summary:

We are seeking experienced IT Support Engineers with strong backgrounds in Managed Service Provider (MSP) environments. The ideal candidates will have 3–5 years of hands-on experience supporting MSP clients across various domains including Microsoft 365 administration, OS support, and cloud services, Private cloud Virtualization. Candidates should have a deep understanding of MSP tools and be well-versed in resolving a wide range of technical issues in both Windows and Linux environments.

Key Responsibilities:

• Provide L1/L2/L3 technical support to MSP clients remotely during the EST shift
• Troubleshoot and resolve issues related to:
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Strong knowledge of Windows Server, Active Directory, DNS/DHCP, Group Policy.
• Windows and Linux operating systems (user profile issues, boot failures, services, etc.)
• Endpoint protection and security tools (e.g., ThreatLocker, Microsoft Defender)
• Network connectivity, DNS/DHCP issues, VPN access, and firewall rules
• Authentication and access control (MFA, SSO, Azure AD)
• Perform user and license management through Microsoft 365 Admin Center and Azure AD
• Proficiency with remote monitoring and management tools (e.g., N-able, Datto, Kaseya, NinjaOne).Document all technical procedures and solutions in IT Glue or equivalent documentation platforms
• Manage tickets via tools like HaloPSA, ServiceDesk, or other MSP ticketing systems
• Work with backup and disaster recovery tools as needed
• Coordinate with senior engineers or vendors for complex escalations
• Support client-side hardware/software installations and remote troubleshooting
• Perform regular maintenance tasks and patch management
• Enforce security policies and configuration compliance across user endpoints