We are seeking a skilled and customer-focused IT Support Engineer to join our support team in Night Shift. The ideal candidate will have prior experience working in an MSP environment and possess excellent problem-solving skills, a collaborative mindset, and strong communication abilities in English. This role involves providing remote support, managing tickets, and assisting in deploying and maintaining IT infrastructure for our clients.
Role and Responsibilities
Respond to and resolve Tier 1 and Tier 2 technical support requests via phone, email, and remote tools.
Troubleshoot and resolve issues related to Windows and macOS operating systems, Office 365, networking, printers, and common business applications.
Install, configure, and support desktops, laptops, mobile devices, and other IT hardware.
Support and maintain client infrastructure including servers, firewalls, cloud services, and backup systems.
Manage networking environments including switches, routers, firewalls, VPNs, and Wi-Fi systems.
Support and administer VoIP systems (e.g., RingCentral, 3CX, or other hosted PBX platforms).
Maintain and troubleshoot domain environments, including Active Directory, Group Policy, and DNS/DHCP services.
Monitor and manage client systems using RMM tools and PSA ticketing platforms.
Document procedures, fixes, and configurations in internal knowledge bases.
Collaborate with senior engineers on escalated issues and project deployments.
Ensure timely communication and follow-up with clients, providing updates and solutions in clear, professional English.
Skills and Qualification:
Mandatory Qualifications:
2+ years of experience working in a Managed Service Provider (MSP) environment.
Proven knowledge of Windows desktop and server environments.
Hands-on experience with networking hardware, protocols, and troubleshooting.
Familiarity with VoIP technologies and administration.
Strong experience managing Active Directory and related domain services.
Experience with RMM and PSA tools such as ConnectWise, Autotask, N-able, or similar.
Excellent verbal and written communication skills in English – must be able to communicate clearly and professionally with US-based clients.
Strong customer service orientation and a team-player attitude.
Ability to prioritize tasks and work independently in a fast-paced environment.