​This is a full-time, remote Remote Support Engineer II role at Coretelligent, a comprehensive managed IT solutions provider (MSP) specializing in cybersecurity, cloud services, and IT strategy for multi-tenant environments (financial services, life sciences, etc.). This role is key to the client experience, responsible for managing and resolving complex technical issues across networking, servers, and endpoint infrastructure, and mentoring junior staff.

• ​Location: Remote.
• ​Work Schedule: M/F 9 am – 6 pm.
• ​Salary Range: $60,000 – $75,000 (depending upon experience).
• ​Experience: 3+ years of experience providing remote IT support or network troubleshooting in an MSP or multi-tenant environment.
• ​Focus: Advanced troubleshooting of network components (VPN, VLANs, Firewalls), M365/Active Directory support, incident escalation leadership, and knowledge sharing, while ensuring strict SLA adherence.

​Key Responsibilities: Advanced Troubleshooting and Mentorship

​The engineer provides advanced technical resolution for escalated incidents and maintains client satisfaction and system stability.

• ​Incident Escalation: Receive and respond to internal and client-initiated incident requests. Accept escalations from Remote Support Team (RST) resources and management; may lead or direct others during complex incident remediation.
• ​Advanced Troubleshooting: Perform advanced troubleshooting of desktop, network, and application incidents, including connectivity, VPN, VLAN, and access issues.
• ​System Support: Support and maintain network and resource access, messaging, enterprise applications, and endpoint infrastructure (workstations, Office/GSuite, peripherals, mobile devices).
• ​Vendor & Triage: Coordinate vendor escalations (e.g., ISP outages) and perform triage to ensure SLA adherence and client satisfaction.
• ​Knowledge Sharing: Provide spot training and technical guidance for Engineer I team members. Create and maintain knowledge base articles and user-facing FAQs to improve first-call resolution.
• ​Availability: Participate in scheduled after-hours maintenance windows or on-call rotation as needed.

​Required Skills and Qualifications

​The role requires mandatory experience in a multi-client environment and proficiency in common enterprise networking and IT tools.

• ​Experience: 3+ years in a technical support/network troubleshooting role in an MSP or multi-tenant environment.
• ​Core Technical Proficiency:
  • ​Proficient with Microsoft 365, Active Directory, Windows OS, and VPN technologies.
  • ​Working knowledge of network concepts (TCP/IP, DNS, DHCP, NAT, VLANs, routing/switching).
  • ​Familiarity with Fortinet, Cisco, Palo Alto, or Ubiquiti firewalls and network equipment.
• ​Soft Skills: Excellent written and verbal communication skills with a customer-first mindset. Strong documentation discipline, and the ability to multitask in a high-volume environment.