Support Engineer II

ANP Advanced Network Products, Inc: A Coretelligent Company

Remote Support Engineer II at Coretelligent providing advanced technical support across various client environments. Troubleshooting technical issues and ensuring exceptional client experience.

Posted 6/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $60,000 - $75,000 per yearWebsite

Tech Stack

Tools & technologies

DNSFirewalls

About the role

Key responsibilities & impact

Serve as an escalation point for Remote Support Engineers and provide advanced troubleshooting across client environments
Respond to client incidents and service requests via phone, ticketing systems, and other support channels
Troubleshoot and resolve issues related to: Microsoft 365, Teams, and Exchange Online
Microsoft Entra ID and identity management
Networking, VPNs, DNS, DHCP, and connectivity
Enterprise applications and business systems
Workstations, peripherals, printers, mobile devices, and endpoint hardware
Backup and recovery operations
Coordinate vendor escalations and third-party support engagements when necessary
Maintain accurate ticket documentation, troubleshooting notes, and client communications throughout the incident lifecycle
Provide timely updates to clients and internal stakeholders regarding issue status and resolution progress
Support file restoration, network access, messaging, application, and infrastructure-related requests
Assist with knowledge base development, documentation improvements, and operational process enhancements
Mentor and provide guidance to junior engineers as needed
Maintain or exceed established service delivery metrics, response times, and quality standards
Contribute to a collaborative, client-focused support environment that prioritizes accountability and continuous improvement

Requirements

What you’ll need

3+ years of experience supporting end users, systems, and infrastructure within an IT support, service desk, or MSP environment
Strong troubleshooting skills across Microsoft technologies, networking, endpoint support, and enterprise applications
Experience supporting Microsoft 365, Teams, Exchange Online, and Microsoft Entra ID environments
Familiarity with networking concepts including firewalls, VPNs, DNS, DHCP, wireless networking, and connectivity troubleshooting
Ability to manage multiple priorities and maintain high-quality service in a fast-paced environment
Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users
Demonstrated ownership, accountability, and customer advocacy throughout the support process
Experience documenting troubleshooting steps, creating knowledge articles, and maintaining operational documentation
Ability to follow established processes while exercising sound judgment and problem-solving skills
MSP experience strongly preferred
Commitment to delivering a white-glove client experience and serving as a trusted technical resource.

Benefits

Comp & perks

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.
Observed company holidays, including a day off on your birthday
Spot bonuses for demonstrated excellence
Community and social events
Learning and development
Flexible working life
$100 well-being allowance
Other health & wellness perks.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Microsoft 365TeamsExchange OnlineMicrosoft Entra IDnetworkingVPNsDNSDHCPendpoint supportenterprise applications

Soft Skills

troubleshootingcommunicationaccountabilitycustomer advocacyproblem-solvingtime managementmentoringcollaborationdocumentationprocess improvement