HiringCafe
Posted 1mo ago

IT Support Engineer

@ Thinc Forward
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United States
RemoteFull Time
Responsibilities:escalate issues, troubleshoot desktops, support networking
Requirements Summary:5+ years in IT support with 3+ years at Tier 2+; MSP experience preferred; degree preferred; Windows/M365/AD; networking; virtualization; hardware/software support; certifications a plus.
Technical Tools Mentioned:Windows OS, Microsoft 365, Active Directory, RMM Tools, PSA/Ticketing Systems, VPN, DNS, DHCP, Firewalls, Virtualization, Terminal Services, Networking
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Job Description

IT Support Engineer (Tier 2 – Help Desk) 

Location: Remote (EST Hours) 
Schedule: Monday–Friday, 8:00 AM – 5:00 PM EST  

We are seeking a seasoned Tier 2 IT Support Engineer with strong MSP experience to join our team. The right candidate will have a proven background in providing technical support across diverse client environments, with expertise in troubleshooting desktops, servers, networking, and business-critical applications. This role requires someone who thrives in a fast-paced environment, takes ownership of their work, and consistently applies problem-solving skills to deliver reliable results. 

As part of our support team, you will serve as an escalation point for incoming tickets, handling both day-to-day and complex technical issues. You will be expected to manage your workload efficiently, maintain accurate documentation, and work collaboratively with peers to ensure SLA commitments and client satisfaction are met. 

This position is best suited for an engineer who has already built a strong Tier 2 foundation, understands MSP operations, and can confidently support client environments with strong technical expertise and attention to detail. If this sounds like the right fit, and you’re someone clients can trust to deliver dependable, high-quality support, we’d love to hear from you! 

Responsibilities

  • Serve as a Tier 2 escalations point handling both basic and complex IT issues 
  • Troubleshoot and resolve problems related to desktops, applications, servers, networking, virtualization, and domain services 
  • Provide advanced technical support for Microsoft 365, Active Directory, RDS/Terminal Services, Group Policy, and multifactor authentication 
  • Support specialized systems such as dental/medical equipment software and hardware (e.g., X-ray sensors, imaging applications) 
  • Troubleshoot connectivity and networking issues including firewalls, VPNs, VLANs, DNS/DHCP, and wireless infrastructure 
  • Take ownership of customer issues from intake through resolution, ensuring SLA compliance and customer satisfaction 
  • Perform root cause analysis to prevent recurring issues and improve overall service delivery 
  • Escalate unresolved issues appropriately to senior engineers or third-party vendors 
  • Document solutions clearly to contribute to shared knowledge resources