Remote Support Engineer II
WFA Digital Insight
As the remote workforce continues to evolve, the demand for skilled IT support professionals has never been higher. With the rise of remote and hybrid work models, companies are looking for experts who can troubleshoot complex technical issues and provide top-notch client support. Coretelligent, a leading IT services provider, is seeking a Remote Support Engineer II to join their team. This role is perfect for those who thrive in fast-paced environments and are passionate about delivering exceptional client experiences. According to recent statistics, the demand for IT support professionals is expected to grow by 25% in the next two years, making this an exciting time to join the field. Before applying, candidates should be aware that this role requires strong technical skills, excellent communication abilities, and a strong sense of ownership and accountability.
Job Description
About the Role
The Remote Support Engineer II role at Coretelligent is a challenging and rewarding position that requires a unique blend of technical expertise and client-focused skills. As a key member of the support team, you will be responsible for troubleshooting and resolving complex technical issues, providing exceptional client support, and serving as a trusted resource for both clients and internal teams. You will work closely with the Remote Support Manager to ensure that client issues are resolved efficiently and effectively.The ideal candidate for this role is someone who is passionate about delivering exceptional client experiences, thrives in fast-paced environments, and is committed to continuous learning and professional growth. You will be working with a talented team of IT professionals who are dedicated to providing top-notch support and services to clients.
Coretelligent is a leading IT services provider that partners with growing, highly regulated organizations to provide secure, dependable IT environments built to scale. The company has a strong focus on client satisfaction, and the support team plays a critical role in delivering exceptional client experiences.
What You Will Do
- 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
- Troubleshoot and resolve issues related to Microsoft Entra ID and identity management
- Troubleshoot and resolve issues related to networking, VPNs, DNS, DHCP, and connectivity
- Troubleshoot and resolve issues related to enterprise applications and business systems
- Troubleshoot and resolve issues related to workstations, peripherals, printers, mobile devices, and endpoint hardware
- 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
What We Are Looking For
- 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 accurate records
Nice to Have
- Experience with IT service management frameworks such as ITIL
- Familiarity with cloud-based technologies and services
- Certification in Microsoft technologies such as Microsoft Certified Solutions Expert (MCSE)
- Experience with project management tools and methodologies
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a talented team of IT professionals
- Professional development and growth opportunities
- Flexible work arrangements and remote work options
- Comprehensive health and wellness program
- Generous paid time off and holiday schedule
- Access to cutting-edge technologies and tools
- Recognition and reward programs for outstanding performance
How to Stand Out
- Make sure to highlight your experience with Microsoft technologies, including Microsoft 365, Teams, and Exchange Online, in your resume and cover letter.
- Be prepared to provide specific examples of times when you had to troubleshoot complex technical issues and provide exceptional client support.
- Showcase your ability to work independently and as part of a team, and demonstrate your commitment to continuous learning and professional growth.
- Familiarize yourself with Coretelligent's services and values, and be prepared to discuss how you can contribute to the company's mission and goals.
- Consider creating a portfolio or examples of your work, such as troubleshooting guides or knowledge articles, to demonstrate your technical skills and expertise.
- Don't be afraid to ask questions during the interview process, and be sure to clarify any expectations or concerns you may have about the role or company.
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