IT Support Engineer

Location:
Remote (with local/occasional out-of-state travel and on-call hours)

Dual Path is an end-to-end Managed Service Provider (MSP) delivering secure, scalable, and mission-critical technology solutions for senior living and healthcare‑adjacent environments. Our clients operate always‑on facilities where system uptime, security, and rapid incident response directly impact resident care, staff operations, and life‑safety systems.

The IT Support Engineer is a highly technical, escalation‑focused role responsible for resolving complex infrastructure, security, and platform issues across multiple client environments. This role serves as a senior escalation point within the MSP support organization and requires deep technical expertise, strong incident ownership, and experience supporting regulated or care‑focused environments.

• Act as a senior escalation point for Tier 2 and Tier 3 technical issues in an MSP environment
• Lead troubleshooting and resolution of complex server, network, identity, and security incidents
• Support and administer Windows Server environments, including Active Directory, DNS, DHCP, and Group Policy
• Manage and troubleshoot Microsoft 365 service,s including Exchange Online, mail flow, and tenant security
• Administer and tune email security platforms (Proofpoint, Graphus, or similar)
• Manage identity and access management solutions such as Okta (SSO, MFA, lifecycle policies)
• Utilize Kaseya
  365 RMM tools for monitoring, automation, patching, and advanced endpoint remediation
• Create, maintain, and update IT knowledge base (KB) articles to document procedures, troubleshooting steps, and best practices for internal teams and end users.
• Support and respond to alerts from endpoint security and EDR platforms
• Troubleshoot advanced networking issues, including VLANs, routing, firewall rules, and VPN connectivity
• Perform root cause analysis (RCA) and implement long‑term corrective actions
• Document technical findings, resolutions, and standard operating procedures
• Mentor Tier 1 and Tier 2 technicians and assist with escalation guidance
• Collaborate with engineering, security, and project teams on system improvements
• Ensure systems meet uptime, security, and compliance expectations for senior living environments

• Participate in a scheduled on‑call rotation to support after‑hours incidents
• Respond to critical outages, security events, and life‑safety–impacting issues
• Lead incident response efforts until resolution is achieved
• Ensure proper communication, documentation, and post‑incident review

• Windows Server & Active Directory
• Microsoft 365 / Exchange Online / Email Security
• Identity & Access Management (Okta)
• Kaseya
  365 RMM, automation, monitoring, and patching
• PSA platforms (Autotask or similar)
• Networking: TCP/IP, VLANs, DNS, DHCP, VPNs, firewalls
• Endpoint Security & EDR platforms
• Incident response and problem management

• 5+ years of IT experience with significant MSP background required
• Proven experience serving as a senior escalation or support engineer
• Advanced expertise in Windows Server and Microsoft 365 environments
• Strong hands‑on experience with email security and EDR platforms
• Deep experience with RMM and PSA tools (Kaseya
  365 and Autotask preferred)
• Strong networking and firewall troubleshooting skills
• Experience supporting senior living, healthcare, or other always‑on environments preferred
• Ability to manage high‑impact incidents and communicate clearly under pressure
• Industry certifications (Microsoft, security, infrastructure) are a plus, but not required

All offers of employment are contingent upon successful background checks and reference checks.

• Medical, Dental, Vision, & AD&D/Basic Life Insurance
• Flexible Spending Account (FSA)
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• 401(k)
• Certification reimbursement for manager‑approved IT certifications
• Mileage and meal reimbursement for manager‑approved travel