Remote Support Engineer II

What We’re Looking For

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.

This role is responsible for troubleshooting and resolving escalated technical issues, supporting critical business applications and infrastructure, and serving as a trusted resource for both clients and internal teams. The ideal candidate thrives in a fast-paced MSP environment, enjoys solving complex technical challenges, and is committed to delivering white-glove support with a strong sense of ownership and accountability.

Remote (U.S) | Non-Exempt | Reports to Remote Support Manager

What You’ll 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
  • 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