Service Desk Engineer (TotalCareIT)

We are looking for a skilled and motivated L2/L3 Support Desk Technician to join our fast-paced Managed Services Provider (MSP) team. In this fully remote role, you'll support a mix of cloud and on-prem environments, helping diverse clients manage their IT infrastructure efficiently and securely.
This role is ideal for a tech-savvy, customer-focused professional who thrives in multi-tenant environments and enjoys working with a variety of technologies across industries.

Key Responsibilities
Tier 2 Technical Support
• Respond to and resolve complex technical i ---------- escalated from L1 support
• Troubleshoot and resolve issues with servers (Windows/Linux), networking, cloud platforms, and end-user systems
• Perform root cause analysis and implement preventative solutions
• Provide support for Windows 10/11 desktop environments
• Manage and troubleshoot RDP connections and virtual desktops/environments

Cloud & Infrastructure
• Support Microsoft 365, Azure AD, Entra ID, Exchange Online, OneDrive, SharePoint
• Manage and troubleshoot hybrid cloud environments (Azure / AWS + on-prem Windows Servers)
• Administer backups (Axcient, Datto), storage, and disaster recovery solutions
• Deploy and manage virtual machines (Hyper-V, VMware)

Network & Security
• Troubleshoot issues with firewalls, VPNs, DNS, DHCP, VLANs, routers/switches
• Work with security tools (EDR, AV, MFA, conditional access policies)
• Monitor and troubleshoot networks using tools like Auvik and RMM platforms
• Assist with implementing cybersecurity best practices across environments

Client Management & Documentation
• Manage support tickets via PSA tools (ConnectWise, etc.)
• Maintain accurate documentation of systems, procedures, and client environments
• Communicate clearly with clients, keeping them updated on issue resolution and project progress
• Collaborate with L1 team and mentor junior techs as needed

Requirements
• Completion of a college or university program in IT management, network administration, computer science, computer programming, or computer networking, BSc/BA in IT, Computer Science or relevant field
• Certification or training provided by recognized hardware/software vendors
• Strong customer service and troubleshooting skills
• Customer-oriented and cool-tempered
• Previous working experience as an IT Help Desk Technician for a minimum of 5 years
• In-depth knowledge of computer systems and mobile devices
• Hands on experience with diagnosing and resolving advanced technical issues
• Excellent interpersonal skills
• 2–5+ years of experience in a technical support or sysadmin role, ideally in an MSP
• Proficiency in supporting Microsoft environments:
o Windows Server (2012R2–2022), Active Directory, Group Policy
o Windows 10/11 desktop environments
o Microsoft 365 (Exchange, SharePoint, OneDrive, Teams)
o Azure AD, Intune, Conditional Access, MFA
• Experience with virtualization (VMware or Hyper-V)
• Solid understanding of networking fundamentals (firewalls, DNS, DHCP, NAT, etc.)
• Experience supporting RDP and virtual desktop environments
• Familiarity with Auvik for network monitoring and other RMM tools ( Datto RMM, Atera)
• PSA platform experience (e.g., ConnectWise, Autotask)

Soft Skills
• Strong communication and customer service skills
• Ability to manage time and priorities independently in a remote setting
• Analytical mindset and attention to detail.

Working Conditions
• Remote role with core hours from 10:00 AM to 6:00 PM EST
• Must be able to work independently with minimal supervision