​Coretelligent, a comprehensive managed IT solutions provider, is seeking a Remote Support Engineer II to manage and resolve complex technical issues for its clients in a multi-tenant environment. This senior support role is responsible for advanced troubleshooting, serving as a technical resource, and maintaining client uptime, stability, and security.

• ​Location: Remote
• ​Salary Range: $60,000 – $75,000 annually.
• ​Experience: 3+ years of experience providing remote IT support or network troubleshooting in an MSP or multi-tenant environment.
• ​Focus: Advanced troubleshooting (network, server, endpoint), managing escalations, ensuring SLA adherence, mentoring junior staff, and supporting compliance-heavy client systems.

​Key Responsibilities: Advanced Troubleshooting and Escalation

​The Engineer II handles the most complex client issues and guides junior staff and external vendor relations.

• ​Escalation Management: Receive and respond to internal and client incident escalations, providing direct resolution assistance or guidance. 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, Microsoft 365, Active Directory, messaging, enterprise applications, and endpoint infrastructure.
• ​SLA Adherence: Perform triage, troubleshooting, and remediation of incident volume to ensure SLA adherence and high client satisfaction (CSAT).
• ​Vendor Coordination: Coordinate vendor escalations for ISP outages or platform issues.
• ​Mentorship & Documentation: Provide spot training and technical guidance to Engineer I team members. Create and maintain knowledge base articles and user-facing FAQs.
• ​Availability: Participate in scheduled after-hours maintenance windows or on-call rotation as needed.

​Required Skills and Qualifications

• ​MSP Experience: 3+ years in a Managed Service Provider (MSP) or multi-tenant environment.
• ​Core Systems: Proficient with Microsoft 365, Active Directory, Windows OS, VPN technologies, and common business applications.
• ​Networking: Working knowledge of network concepts (TCP/IP, DNS, DHCP, NAT, VLANs, routing/switching).
• ​Firewalls (Familiarity): Familiarity with Fortinet, Cisco, Palo Alto, or Ubiquiti firewalls and network equipment.
• ​Professional Skills: Excellent written and verbal communication skills, a customer-first mindset, strong documentation discipline, and the ability to multitask in a high-volume environment.