IT Support Engineer – MSP (Remote, EST timezone)

About the role

We are looking for a proactive IT Support Engineer to join our American-based Managed Service Provider. Working remotely, you will provide first-line support to clients across the United States, handling tickets by phone and email while adhering to EST working hours.

Key responsibilities

• Deliver Level 1 technical support, diagnosing and resolving hardware, software and networking issues.
• Manage and update tickets using ConnectWise RMM and other ticketing platforms.
• Monitor backups, perform basic networking tasks and conduct routine system checks.
• Document all actions, solutions and client communications accurately.
• Escalate complex problems to senior engineers when necessary.

Required profile

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

Required skills

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