IT Support Engineer – ConnectWise (Remote, EST)

About the role

We are a fast‑growing American‑based Managed Service Provider looking for a proactive Level 1 IT Support Engineer. You will work remotely, supporting clients across the EST time zone, handling tickets via phone and email with speed and precision.

Key responsibilities

• Provide Level 1 technical support to clients, troubleshooting IT issues quickly and accurately.
• Manage tickets through ConnectWise RMM and other ticketing platforms.
• Monitor backups, perform basic networking tasks, and resolve hardware/software problems.
• Document all support activities and resolutions.
• Escalate complex issues to senior engineers when needed.

Required profile

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

Required skills

• Proficiency with ConnectWise RMM.
• Experience with Datto backup solutions.
• Solid knowledge of Windows operating systems.
• Basic networking concepts and troubleshooting.
• Backup monitoring and hardware/software troubleshooting.
• Familiarity with ticketing systems.