IT Support Engineer (Level 2 / Level 3)

Remote · Full-time · US business hours

About the Role

We're hiring an IT Support Engineer (Level 2 / Level 3) on behalf of our client, a Managed IT Services provider that runs day-to-day IT operations for a portfolio of US business clients. The client already has a 24/7 Level 1 support desk, and they're now strengthening their team with an experienced engineer who takes on the issues that go beyond first-line support.

You'll handle escalations from Level 1, troubleshoot complex problems across workstations, Microsoft 365, identity, networking, servers, and virtual desktops, and own them through to resolution. You'll also help the Level 1 team get better: sharing knowledge, improving runbooks and knowledge-base articles, and making sure recurring issues get fixed at the root.

The role is fully remote and works during US business hours, in close daily contact with US-based users and colleagues. It's a great fit if you're past the helpdesk stage, enjoy getting to the bottom of tricky problems, and want broad hands-on exposure to many client environments.

Key Responsibilities

Level 2 / Level 3 Support & Troubleshooting

• Take ownership of escalated tickets from the Level 1 team and drive them through to resolution
• Troubleshoot Windows hardware, OS, applications, printing, peripherals, performance, and connectivity issues
• Troubleshoot Microsoft 365 apps, including Outlook, Teams, OneDrive, SharePoint, and Office desktop applications
• Diagnose email delivery, mailbox, calendar, authentication, VPN, DNS, DHCP, Wi-Fi, LAN, and Internet connectivity issues
• Find and fix root causes rather than relying on temporary workarounds
• Recognize business-critical issues and prioritize by business impact
• Escalate architecture-level, high-risk, or widespread issues to senior engineering with complete documentation

Microsoft 365 & Identity Administration

• Administer and troubleshoot Microsoft 365, Entra ID, Exchange Online, Teams, SharePoint Online, OneDrive for Business, and Intune
• Manage user onboarding and offboarding, account administration, and license assignment
• Resolve complex password, authentication, MFA, and access issues
• Administer groups, distribution lists, and shared mailboxes
• Troubleshoot Exchange Online, device enrollment, compliance, Conditional Access, Entra join, and hybrid identity

Endpoint Management

• Configure and deploy Windows workstations and business applications
• Perform software upgrades, patch remediation, and Windows Update troubleshooting
• Manage devices using RMM and endpoint management platforms
• Investigate endpoint security alerts and coordinate escalation when needed
• Diagnose endpoint health with remote tools, command-line utilities, Event Viewer, and PowerShell

Server & Infrastructure Support

• Administer and troubleshoot Windows Server, Active Directory, Group Policy, DNS, DHCP, file and print services, NTFS permissions, Hyper-V, VMware, backup systems, and network infrastructure
• Manage AD accounts and groups, investigate lockouts, check services and event logs, manage file permissions, and respond to monitoring alerts
• Handle virtual machine administration, verify backup jobs, and investigate backup failures
• Escalate complex infrastructure changes that may affect security, availability, or data integrity

Omnissa Horizon & VDI Support

• Troubleshoot user access to Omnissa Horizon virtual desktops, including Horizon Client connectivity and authentication
• Diagnose session, performance, display, audio, USB, printing, and peripheral issues in virtual desktops
• Troubleshoot user profile, Outlook, OneDrive, Microsoft 365, and application issues in persistent or assigned VDI desktops
• Verify desktop availability and perform remediation within approved procedures
• Pinpoint whether a problem comes from the endpoint, network, identity, Horizon platform, Windows VM, user profile, or application
• Escalate Horizon infrastructure, image management, capacity, upgrade, or architecture issues to senior engineers

Networking

• Troubleshoot IPv4 addressing and subnetting, DHCP, DNS, default gateways, VLANs, NAT, VPN, Wi-Fi, switching, firewalls, and basic routing
• Isolate whether an issue originates with the endpoint, LAN, DNS, firewall, ISP, VPN, or remote service

Documentation & Level 1 Enablement

• Document troubleshooting steps, findings, changes, and resolutions accurately in the PSA/ticketing system
• Create and improve knowledge-base articles and runbooks so the Level 1 team can resolve recurring issues on their own
• Store passwords and sensitive information only in approved secure systems
• Record configuration changes and correct asset or client information when discrepancies are found
• Write complete escalation notes in the format Problem → Scope → Business impact → Troubleshooting performed → Findings → Recommended next step

What We're Looking For

Must Have

• 3+ years of hands-on experience in IT support, MSP, service desk (Level 2 or higher), or systems administration
• Excellent spoken and written English — you'll communicate with US users and colleagues every day
• Availability to work full-time during US business hours
• Strong Windows 10/11 troubleshooting skills
• Solid working knowledge of Microsoft 365, Active Directory, and Microsoft Entra ID
• Understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and networking fundamentals
• Confident use of Windows Event Viewer, admin tools, command-line utilities, and PowerShell
• Ability to research technical problems independently and apply documented solutions
• Strong written documentation and professional client communication skills
• Ability to manage multiple active issues and prioritize by business impact
• Ownership mindset, security awareness, and a clear sense of when to escalate

Nice to Have

• Experience in a Managed Service Provider environment, ideally supporting US clients
• Hands-on experience with PSA and RMM platforms
• Microsoft Intune, Microsoft Defender, Sophos Central, and Sophos Endpoint
• Exchange Online, SharePoint Online, Windows Server, Active Directory, and Group Policy
• VMware vSphere / ESXi, Hyper-V, Omnissa Horizon, and VDI troubleshooting
• Veeam, firewall and network troubleshooting, Azure, or Azure Virtual Desktop
• Microsoft certifications such as MS-900, AZ-900, MD-102, or MS-102 (valued, but practical troubleshooting ability matters more)

Why You'll Love This Role

• You'll work on the interesting problems: routine first-line tickets are covered by a 24/7 Level 1 team
• Broad, hands-on exposure to Microsoft 365, identity, endpoint management, servers, networking, and VDI across multiple US client environments
• Fully remote role with daily work in an international, English-speaking environment
• Room to shape how support works by improving runbooks and helping the Level 1 team grow
• Senior engineers to collaborate with on complex infrastructure and architecture work

Hiring Process

1. Recruiter interview
2. Technical interview
3. Client interview

If you believe you're a great fit for this role but may be missing some skills, don't hesitate to share your CV — what matters most is your intention and personality, as skills can be developed along the way.