Remote Support Engineer II

Responsibilities

• Serve as an escalation point for Remote Support Engineers and provide advanced troubleshooting across client environments
• Respond to client incidents and service requests via phone, ticketing systems, and other support channels
• Troubleshoot and resolve issues related to:
• Microsoft 365, Teams, and Exchange Online
• Microsoft Entra ID and identity management
• Networking, VPNs, DNS, DHCP, and connectivity
• Enterprise applications and business systems
• Workstations, peripherals, printers, mobile devices, and endpoint hardware
• Backup and recovery operations
• Coordinate vendor escalations and third-party support engagements when necessary
• Maintain accurate ticket documentation, troubleshooting notes, and client communications throughout the incident lifecycle
• Provide timely updates to clients and internal stakeholders regarding issue status and resolution progress
• Support file restoration, network access, messaging, application, and infrastructure-related requests
• Assist with knowledge base development, documentation improvements, and operational process enhancements
• Mentor and provide guidance to junior engineers as needed
• Maintain or exceed established service delivery metrics, response times, and quality standards
• Contribute to a collaborative, client-focused support environment that prioritizes accountability and continuous improvement
• What You Bring to the Table:
• 3+ years of experience supporting end users, systems, and infrastructure within an IT support, service desk, or MSP environment
• Strong troubleshooting skills across Microsoft technologies, networking, endpoint support, and enterprise applications
• Experience supporting Microsoft 365, Teams, Exchange Online, and Microsoft Entra ID environments
• Familiarity with networking concepts including firewalls, VPNs, DNS, DHCP, wireless networking, and connectivity troubleshooting
• Ability to manage multiple priorities and maintain high-quality service in a fast-paced environment
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users
• Demonstrated ownership, accountability, and customer advocacy throughout the support process
• Experience documenting troubleshooting steps, creating knowledge articles, and maintaining operational documentation
• Ability to follow established processes while exercising sound judgment and problem-solving skills
• MSP experience strongly preferred
• Commitment to delivering a white-glove client experience and serving as a trusted technical resource
• What We Bring to the Table:
• Salary Range
• Bonus Eligibility
• This role may also be eligible for additional bonus or incentive opportunities based on position level and company plans.

Requirements

• At Coretelligent, we take ownership of the technology our clients rely on every day. We're looking for a Remote Support Engineer II to provide advanced technical support across a variety of client environments while delivering an exceptional client experience.
• Remote (U.S) | Non-Exempt | Reports to Remote Support Manager

Benefits

Additional Information

At Coretelligent, we take ownership of the technology our clients rely on every day. We partner with growing, highly regulated organizations that need secure, dependable IT environments built to scale. Our role goes beyond support. We bring structure, clarity, and accountability to complex technology landscapes so leaders can move forward with confidence. Over the past several years, Coretelligent has entered a new chapter. We have strengthened our leadership team, modernized our service delivery, and sharpened our focus on long-term client outcomes. Our work spans managed IT, cybersecurity, cloud, and strategy, delivered through a model designed for consistency, transparency, and trust. We are building a team of professionals who care deeply about quality, ownership, and continuous improvement. If you value clear expectations, thoughtful collaboration, and work that genuinely matters to the businesses you support, you will feel at home here

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Coretelligent? Share your experience