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IT Support Engineer, Level 2–3 – Afternoon/Evening Shift
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IT Support Engineer, Level 2–3 – Afternoon/Evening Shift
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Job Description:
Provide MSP helpdesk and IT support across multiple customer environments
Own tickets end-to-end, from intake and troubleshooting through resolution and documentation
Provide remote and phone support for end users across mobile devices, laptops, desktops, remote servers, and virtual machines
Escalate issues appropriately and ensure clear handoffs during shift changes
Complete scheduled and ad-hoc tasks and coordinate follow-up activities for other shifts
Maintain accurate ticket documentation, including detailed notes and time entries
Administer and troubleshoot Microsoft 365, Active Directory, Group Policy, and endpoint environments
Troubleshoot network, virtualization, backup, and infrastructure-related issues across customer environments
Monitor and respond to incoming support requests, prioritizing issues based on urgency and business impact
Perform other duties related to the position as assigned
Requirements:
Proficient level of English (written and spoken)
Minimum of 3 years of hands-on IT support experience; candidates with less than 3 years may be considered based on strong technical aptitude and troubleshooting skills
Strong troubleshooting, problem-solving, and technical diagnosis skills
Ability to work independently during off-peak hours with limited supervision
Ability to recognize when an issue requires escalation
Strong organizational, multitasking, and follow-up skills
Proficiency with Microsoft Office (Word, Excel, Outlook) and standard business tools
Ability to work 3:00 PM–9:00 PM Eastern Time, New York, minimum 3 days per week
Flexible availability to cover additional days and occasionally work extended hours until 12:00 AM EST
Reliable computer running Windows 10 or newer, two monitors, stable high-speed internet, and a professional home workstation
Strong proficiency in Microsoft 365 administration, including Entra ID, Intune, Exchange Online, and Azure Virtual Machines
Hands-on experience with Active Directory administration and Group Policy
Proficiency in endpoint troubleshooting across diverse hardware and operating system environments
Familiarity with ticketing systems such as HaloPSA, Jira, ServiceNow, or equivalent
Experience with backup solutions such as Backup Exec or equivalent
Knowledge of virtualization platforms, including Hyper-V, VMware, or equivalent
Hands-on experience with network administration and troubleshooting, including Fortinet, Cisco, Azure Firewall, or equivalent
