Information Technology Support Engineer

Job Title: IT Support Engineer Shift: EST (Eastern Standard Time) Type: Full-Time Experience Required: 3–5 Years Location: Remote Job Summary: We are seeking experienced IT Support Engineers with strong backgrounds in Managed Service Provider (MSP) environments. The ideal candidates will have 3–5 years of hands-on experience supporting MSP clients across various domains including Microsoft 365 administration, OS support, and cloud services, Private cloud Virtualization. Candidates should have a deep understanding of MSP tools and be well-versed in resolving a wide range of technical issues in both Windows and Linux environments. Key Responsibilities: Provide L1/L2/L3 technical support to MSP clients remotely during the EST shift Troubleshoot and resolve issues related to: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) Strong knowledge of Windows Server, Active Directory, DNS/DHCP, Group Policy. Windows and Linux operating systems (user profile issues, boot failures, services, etc.) Endpoint protection and security tools (e.g., ThreatLocker, Microsoft Defender) Network connectivity, DNS/DHCP issues, VPN access, and firewall rules Authentication and access control (MFA, SSO, Azure AD) Perform user and license management through Microsoft 365 Admin Center and Azure AD Proficiency with remote monitoring and management tools (e.g., N-able, Datto, Kaseya, NinjaOne).Document all technical procedures and solutions in IT Glue or equivalent documentation platforms Manage tickets via tools like HaloPSA, ServiceDesk, or other MSP ticketing systems Work with backup and disaster recovery tools as needed Coordinate with senior engineers or vendors for complex escalations Support client-side hardware/software installations and remote troubleshooting Perform regular maintenance tasks and patch management Enforce security policies and configuration compliance across user endpoints

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