Serve as a senior escalation point for complex technical incidents, leading advanced troubleshooting and resolution across multi-tenant client environments.
Receive, triage, and resolve inbound client incidents via phone, email, and ticketing systems during assigned second-shift coverage.
Perform advanced troubleshooting across desktop, server, network, and application environments, including VPN, VLAN, firewall, connectivity, identity, and access-related issues.
Own incidents end-to-end—from prioritization through resolution—ensuring clear communication, SLA adherence, and positive client outcomes.
Support and maintain enterprise systems including Microsoft 365, Active Directory, endpoint infrastructure, and line-of-business applications.
Coordinate and manage vendor and ISP escalations for outages, degraded performance, or platform-level issues.
Partner with Tier III and Platform teams on problem analysis, root cause investigations, and validation of long-term fixes.
Create and maintain technical documentation, knowledge base articles, and client-facing FAQs to improve resolution efficiency and consistency.
Act as a technical mentor and resource for Engineer I and II team members through live incident support and best-practice guidance.
Participate in after-hours maintenance windows or on-call rotation as required, working independently with minimal supervision and strong technical judgment.

Requirements

5+ years of experience providing remote IT support in a Managed Service Provider (MSP) or complex, multi-tenant environment.
Advanced proficiency with Microsoft 365, Active Directory, Windows OS, VPN technologies, and enterprise endpoint support.
Strong working knowledge of networking concepts including TCP/IP, DNS, DHCP, NAT, VLANs, and routing/switching.
Hands-on experience supporting and troubleshooting firewall and network equipment (e.g., Fortinet, Cisco, Palo Alto, Ubiquiti).
Demonstrated ability to lead complex incident resolution and manage multiple high-priority issues simultaneously.
Excellent written and verbal communication skills with a strong customer-first mindset.
High standard for documentation, process adherence, and SLA-driven environments.
Proven ability to collaborate effectively while serving as a senior technical resource for others.

Benefits

Health, Dental, & Vision
Flexible Spending Account (FSA)
401k
Health Reimbursement Account (HRA)
Health Savings Account (HSA)
Life Insurance
Disability Insurance
Paid Parental Leave
Holiday Pay
Flexible Vacation & Sick Days
Fourteen holidays, including a day off on your birthday
Flexible vacation
Monthly rewards
Spot bonuses for demonstrated excellence
Community and social events
Learning and development
Flexible working life
$100 standup desk allowance
Other health & wellness perks

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

advanced troubleshootingMicrosoft 365Active DirectoryWindows OSVPN technologiesnetworking conceptsTCP/IPDNSDHCPfirewall support

Soft skills

leadershipcommunicationcustomer-first mindsetdocumentationprocess adherencecollaborationtechnical mentorshipproblem analysisincident resolutionindependent work