Job Summary: We are seeking a highly technical and self-motivated Remote IT Support Engineer (Level 2–3) – Afternoon/Evening Shift to join our MSP support team and provide reliable IT assistance across multiple customer environments. This role will be responsible for delivering remote and phone-based support, managing tickets from initial intake through resolution, and troubleshooting a wide range of technical issues involving endpoints, Microsoft 365, Active Directory, networks, servers, virtualization, and backup systems. The ideal candidate will have strong hands-on IT support experience, excellent written and verbal English communication skills, and a proven ability to diagnose and resolve technical issues efficiently. The successful candidate must be comfortable working independently during off-peak hours, managing multiple priorities, documenting work accurately, and escalating issues appropriately when needed. This is a great opportunity for a technically capable professional looking for a long-term career opportunity in a dynamic MSP environment. Key Responsibilities: • 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 various endpoint types, including 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. Qualifications & Requirements: • Proficient level of English (written and spoken). • Excellent responsiveness and communication skills, allowing for effective collaboration with clients, colleagues, and teammates. • Minimum of 3 years of hands-on IT support experience, preferably in both on-site and remote support environments. • Candidates with less than 3 years of experience may be considered based on strong technical aptitude and troubleshooting skills. • Highly technical with strong troubleshooting and problem-solving skills. • Ability to diagnose and resolve technical issues efficiently and independently. • Comfortable working independently during off-peak hours with limited supervision. • Strong judgment and initiative when handling technical issues. • Ability to recognize when an issue requires escalation and take appropriate action. • Strong organizational and multitasking skills, with a positive and professional attitude. • Strong follow-up skills with the ability to manage multiple priorities in a fast-paced environment. • Self-motivated with the ability to work independently and follow established processes. • Quick learner with the ability to adapt to new systems and workflows. • Creative, resourceful, and proactive with an out-of-the-box mindset. • Proficiency with Microsoft Office (Word, Excel, Outlook), and standard business tools (email, spreadsheets, document management). • Ability to work 3:00 PM–9:00 PM Eastern Time, New York (minimum 3 days per week) and adapt to business needs. • Must have flexible availability to cover additional days as needed and occasionally work extended hours until 12:00 AM (3:00 PM–12:00 AM EST). • Interested in long-term career opportunities. • Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet. • Professional home workstation capable of supporting uninterrupted remote work. Software & Technical Expertise: • 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. Compensation & Benefits: • 100% remote work. • Compensation in USD. • Full-time position with 40 hours weekly. • Please note that this is a long-term opportunity. • Great work environment with potential for growth.