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Open nowFirst seen 2 days ago

Remote IT Support Engineer (Level 2–3) – Afternoon/Evening Shift

The Hello Team80 open roles

Where
Remote
Work mode
Remote
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Your applicationOpen nowRemote IT Support Engineer (Level 2–3) – Afternoon/Evening ShiftThe Hello Team · Remote

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 2 days ago

The posting

Job Summary:

We are seeking a highly technical and self-motivated Remote IT Support Engineer (Level 2–3) – Afternoon/Evening Shift to join our MSP support team and provide reliable IT assistance across multiple customer environments. This role will be responsible for delivering remote and phone-based support, managing tickets from initial intake through resolution, and troubleshooting a wide range of technical issues involving endpoints, Microsoft 365, Active Directory, networks, servers, virtualization, and backup systems. The ideal candidate will have strong hands-on IT support experience, excellent written and verbal English communication skills, and a proven ability to diagnose and resolve technical issues efficiently. The successful candidate must be comfortable working independently during off-peak hours, managing multiple priorities, documenting work accurately, and escalating issues appropriately when needed. This is a great opportunity for a technically capable professional looking for a long-term career opportunity in a dynamic MSP environment.

Key Responsibilities:

  • Provide MSP helpdesk and IT support across multiple customer environments.
  • Own tickets end-to-end, from intake and troubleshooting through resolution and documentation.
  • Provide remote and phone support for end users across various endpoint types, including mobile devices, laptops, desktops, remote servers, and virtual machines.
  • Escalate issues appropriately and ensure clear handoffs during shift changes.
  • Complete scheduled and ad-hoc tasks and coordinate follow-up activities for other shifts.
  • Maintain accurate ticket documentation, including detailed notes and time entries.
  • Administer and troubleshoot Microsoft 365, Active Directory, Group Policy, and endpoint environments.
  • Troubleshoot network, virtualization, backup, and infrastructure-related issues across customer environments.
  • Monitor and respond to incoming support requests, prioritizing issues based on urgency and business impact.
  • Perform other duties related to the position as assigned.

Qualifications & Requirements:

  • Proficient level of English (written and spoken).
  • Excellent responsiveness and communication skills, allowing for effective collaboration with clients, colleagues, and teammates.
  • Minimum of 3 years of hands-on IT support experience, preferably in both on-site and remote support environments.
  • Candidates with less than 3 years of experience may be considered based on strong technical aptitude and troubleshooting skills.
  • Highly technical with strong troubleshooting and problem-solving skills.
  • Ability to diagnose and resolve technical issues efficiently and independently.
  • Comfortable working independently during off-peak hours with limited supervision.
  • Strong judgment and initiative when handling technical issues.
  • Ability to recognize when an issue requires escalation and take appropriate action.
  • Strong organizational and multitasking skills, with a positive and professional attitude.
  • Strong follow-up skills with the ability to manage multiple priorities in a fast-paced environment.
  • Self-motivated with the ability to work independently and follow established processes.
  • Quick learner with the ability to adapt to new systems and workflows.
  • Creative, resourceful, and proactive with an out-of-the-box mindset.
  • Proficiency with Microsoft Office (Word, Excel, Outlook), and standard business tools (email, spreadsheets, document management).
  • Ability to work 3:00 PM–9:00 PM Eastern Time, New York (minimum 3 days per week) and adapt to business needs.
  • Must have flexible availability to cover additional days as needed and occasionally work extended hours until 12:00 AM (3:00 PM–12:00 AM EST).
  • Interested in long-term career opportunities.
  • Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.
  • Professional home workstation capable of supporting uninterrupted remote work.

Software & Technical Expertise:

  • Strong proficiency in Microsoft 365 administration, including Entra ID, Intune, Exchange Online, and Azure Virtual Machines.
  • Hands-on experience with Active Directory administration and Group Policy.
  • Proficiency in endpoint troubleshooting across diverse hardware and operating system environments.
  • Familiarity with ticketing systems such as HaloPSA, Jira, ServiceNow, or equivalent.
  • Experience with backup solutions such as Backup Exec or equivalent.
  • Knowledge of virtualization platforms, including Hyper-V, VMware, or equivalent.
  • Hands-on experience with network administration and troubleshooting, including Fortinet, Cisco, Azure Firewall, or equivalent.

Compensation & Benefits:

  • 100% remote work.
  • Compensation in USD.
  • Full-time position with 40 hours weekly.
  • Please note that this is a long-term opportunity.
  • Great work environment with potential for growth.
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