IT Support Engineer – ConnectWise & MSP (Remote, EST)

About the role

We are a fast‑growing American Managed Service Provider looking for a proactive Level 1 IT Support Engineer. You will work remotely but must align with EST business hours, providing first‑line assistance to our diverse client base.

Key responsibilities

• Deliver Level 1 technical support via phone, email and ticketing systems.
• Create, track and resolve tickets in ConnectWise RMM and other platforms.
• Monitor backups, perform basic networking tasks, and troubleshoot hardware and software issues.
• Document all actions and resolutions accurately.
• Escalate complex problems to senior engineers when needed.

Required profile

• Minimum 2 years experience in an MSP environment.
• Strong written and verbal communication skills.
• Ability to work under pressure and maintain high customer‑service standards.
• Fast, accurate typing for efficient ticket handling.
• Availability to work EST business hours.

Required skills

• ConnectWise RMM
• Datto backup solutions
• Windows operating system
• Basic networking concepts
• Hardware troubleshooting
• Software troubleshooting
• Ticketing system management

What we offer

• Remote work with a collaborative team.
• Opportunity to grow within a dynamic MSP.
• Competitive full‑time compensation.