IT Support Engineer – Remote (MSP Focus)

About the role

We are a dynamic American‑based Managed Service Provider looking for a proactive IT Support Engineer to join our remote team. You will be the first line of support, handling client tickets via phone and email while working on EST hours.

Key responsibilities

• Provide Level 1 technical support to clients, troubleshooting Windows OS, networking, and hardware/software issues.
• Manage tickets efficiently using ConnectWise RMM and other ticketing platforms.
• Monitor backups and perform basic backup‑related tasks using Datto.
• Document all support activities and resolutions clearly.
• Escalate complex issues to senior engineers when needed.

Required profile

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

Required skills

• Proficiency with ConnectWise RMM.
• Experience using Datto backup solutions.
• Solid understanding of Windows operating systems.
• Basic networking knowledge.
• General IT troubleshooting and hardware/software diagnostics.