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, One Drive)
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., Threat Locker, 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, Ninja One).Document all technical procedures and solutions in IT Glue or equivalent documentation platforms
Manage tickets via tools like HaloPSA, Service Desk, 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