Remote Support Engineer III

Coretelligent is a company focused on providing secure and dependable IT environments for highly regulated organizations. As a Remote Support Engineer III, you will resolve complex technical issues and maintain client confidence while leading troubleshooting efforts in a multi-tenant environment.

Responsibilities:

• Serve as a senior escalation point for complex technical incidents, leading advanced troubleshooting and resolution across multi-tenant client environments
• Receive, triage, and resolve inbound client incidents via phone, email, and ticketing systems during assigned second-shift coverage
• Perform advanced troubleshooting across desktop, server, network, and application environments, including VPN, VLAN, firewall, connectivity, identity, and access-related issues
• Own incidents end-to-end—from prioritization through resolution—ensuring clear communication, SLA adherence, and positive client outcomes
• Support and maintain enterprise systems including Microsoft 365, Active Directory, endpoint infrastructure, and line-of-business applications
• Coordinate and manage vendor and ISP escalations for outages, degraded performance, or platform-level issues
• Partner with Tier III and Platform teams on problem analysis, root cause investigations, and validation of long-term fixes
• Create and maintain technical documentation, knowledge base articles, and client-facing FAQs to improve resolution efficiency and consistency
• Act as a technical mentor and resource for Engineer I and II team members through live incident support and best-practice guidance
• Participate in after-hours maintenance windows or on-call rotation as required, working independently with minimal supervision and strong technical judgment

Requirements:

• 5+ years of experience providing remote IT support in a Managed Service Provider (MSP) or complex, multi-tenant environment
• Advanced proficiency with Microsoft 365, Active Directory, Windows OS, VPN technologies, and enterprise endpoint support
• Strong working knowledge of networking concepts including TCP/IP, DNS, DHCP, NAT, VLANs, and routing/switching
• Hands-on experience supporting and troubleshooting firewall and network equipment (e.g., Fortinet, Cisco, Palo Alto, Ubiquiti)
• Demonstrated ability to lead complex incident resolution and manage multiple high-priority issues simultaneously
• Excellent written and verbal communication skills with a strong customer-first mindset
• High standard for documentation, process adherence, and SLA-driven environments
• Proven ability to collaborate effectively while serving as a senior technical resource for others
• CompTIA Network+ and/or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Fortinet NSE 4 (or equivalent firewall certification)
• Cisco CCNA or equivalent networking certification
• VMware Certified Professional (VCP) or equivalent virtualization certification