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 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