Overview
Remote
$20 - $24
Contract - W2
Contract - 12 Month(s)
No Travel Required
Skills
MSP
IT Support
Support Engineer
Windows
macOS
Linux
Ticket Escalation
RMM
NOC
Triage
Job Details
Title: Technical Support Engineer- II
Location: Remote
Duration: 12 Months
Duration: 12 Months
Note: EST candidates can apply
Shift: 24-hour weekend coverage - (3 resources X 8hr shift each) providing weekends support predominantly.
OR Weekday coverage during Eastern hours (8 a.m. – 8 p.m.) Overview:
- We are seeking a Level 2 After-Hours Engineer to join our growing team at a leading IT Managed Service Provider.
- This position is responsible for providing high-quality, remote technical support and proactive monitoring services during after-hours operations.
- The ideal candidate will be self-motivated, technically skilled, and experienced in working independently to support clients in high-stakes environments, particularly within the Financial Services and Biotechnology sectors.
- Provide remote IT support for desktops, servers, network devices, and cloud platforms across Windows, macOS, and Linux environments.
- Respond to and resolve tickets escalated from Level 1 support, including advanced troubleshooting and root cause analysis.
- Monitor infrastructure and client environments via RMM and NOC tools; triage and respond to alerts per SLA.
- Execute scheduled after-hours tasks such as server patching, backups, system checks, and maintenance.
- Document all work clearly and thoroughly in the ticketing system (ServiceNow, ConnectWise, etc.).
- Coordinate with on-call engineers or escalate high-impact incidents as needed.
- Maintain a strong awareness of service-level commitments and ensure compliance with client-specific requirements, particularly in regulated industries.
- Follow established runbooks, SOPs, and security policies, especially those relevant to financial and biotech compliance standards (e.g., SEC, FINRA, HIPAA, GxP).
- Participate in hand-off meetings and provide detailed end-of-shift reports.
- 3+ years of experience in an MSP or multi-tenant IT support environment.
- Strong technical skills with Microsoft 365, Windows Server, Active Directory, networking, and remote desktop tools.
- Experience with backup solutions (Datto, Veeam), RMM tools (Ninja, N-central, or similar), and ticketing systems.
- Ability to independently troubleshoot networking issues (DNS, DHCP, VPN, firewalls).
- Familiarity with monitoring and alerting systems such as PRTG, LogicMonitor, or similar.
- Comfortable working in highly regulated environments, with knowledge of compliance frameworks such as HIPAA, SOX, or GxP.
- Excellent written and verbal communication skills.
- Proven ability to work effectively during overnight shifts with limited supervision.
- Certifications such as CompTIA Network+, Microsoft MCP/MCSA, or equivalent.
- Experience supporting users in financial trading or biotech R&D environments.
- Familiarity with cybersecurity best practices and incident response.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.