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

About the role

We are looking for a highly technical Remote IT Support Engineer (Level 2–3) to join our Managed Service Provider (MSP) team on an afternoon/evening shift. You will deliver remote and phone‑based assistance to multiple customers, handling tickets from intake through resolution while working independently during off‑peak hours.

Key responsibilities

• Provide MSP helpdesk and IT support across diverse customer environments.
• Own tickets end‑to‑end, including intake, troubleshooting, resolution, and documentation.
• Deliver remote and phone support for mobile devices, laptops, desktops, servers, and virtual machines.
• Escalate issues appropriately and ensure smooth handoffs during shift changes.
• Complete scheduled and ad‑hoc tasks, coordinating follow‑up activities for other shifts.
• Maintain accurate ticket notes and time entries.
• Administer and troubleshoot Microsoft 365, Active Directory, Group Policy, and endpoint configurations.
• Troubleshoot network, virtualization, backup, and infrastructure‑related problems.
• Monitor incoming support requests and prioritize based on urgency and business impact.

Required profile

• Proficient written and spoken English.
• Minimum 3 years of hands‑on IT support experience (or strong aptitude with less experience).
• Excellent communication, responsiveness, and ability to work independently during off‑peak hours.
• Strong judgment, initiative, and organizational skills.
• Positive, professional attitude and ability to multitask.

Required skills

• Microsoft 365 administration
• Active Directory and Group Policy
• Windows endpoint support (mobile, laptop, desktop)
• Server and virtual machine troubleshooting
• Network troubleshooting
• Virtualization technologies
• Backup systems
• Ticketing systems and remote support tools