Remote Support Engineer II (Mon-Fri: 9am - 6pm ET)

Coretelligent is a technology service provider focused on delivering secure and dependable IT environments for regulated organizations. The Remote Support Engineer II 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