Remote Support Engineer II (Fri-Tues: 11pm - 8am)

Coretelligent is a company that provides secure and dependable IT environments for growing organizations. As a Remote Support Engineer II, you will manage and resolve complex technical issues, ensuring uptime, stability, and security across client systems while collaborating with a high-performing remote support team.

Responsibilities:

• Receive and respond to internal incident escalations, providing consultation, next-step guidance, or direct resolution assistance
• Receive and respond to inbound incident requests from clients and external users via phone, email, or ticketing system
• Perform advanced troubleshooting of desktop, network, and application incidents—including connectivity, VPN, VLAN, and access issues
• Support and maintain network and resource access, messaging, enterprise applications, and endpoint infrastructure
• Provide break/fix and educational support for workstations, Office & GSuite, line-of-business applications, peripherals, connectivity, and mobile devices
• Accept escalations from Remote Support Team (RST) resources and management; may lead or direct others during complex incident remediation
• Coordinate vendor escalations for resolution of uncommon incidents, ISP outages, or platform issues
• Perform triage, troubleshooting, and remediation of incident volume to ensure SLA adherence and client satisfaction
• Provide assistance to Tier 3 staff with problem research, documentation, and resolution validation
• Create and maintain knowledge base articles and user-facing FAQs to improve first-call resolution and team efficiency
• Provide spot training and technical guidance for Engineer I team members on best practices and troubleshooting techniques
• Maintain or exceed departmental performance metrics for utilization, response time, and CSAT
• Maintain detailed documentation and progress notes on all support tickets and client communications
• Perform routine maintenance tasks on computer equipment, peripherals, and system resources as required
• Participate in scheduled after-hours maintenance windows or on-call rotation as needed to ensure uptime and service continuity
• Work independently under general supervision with latitude for creative problem-solving and decision-making

Requirements:

• 3+ years of experience providing remote IT support or network troubleshooting in a Managed Service Provider (MSP) or multi-tenant environment
• Proficient with Microsoft 365, Active Directory, Windows OS, VPN technologies, and common business applications
• Working knowledge of network concepts (TCP/IP, DNS, DHCP, NAT, VLANs, routing/switching) and endpoint troubleshooting
• Familiarity with Fortinet, Cisco, Palo Alto, or Ubiquiti firewalls and network equipment
• Excellent written and verbal communication skills with a customer-first mindset
• Strong documentation discipline and adherence to process and SLAs
• Ability to multitask in a high-volume environment while maintaining professionalism and composure
• Collaborative team player with a willingness to share knowledge and mentor others