L1 IT Support Engineer – Remote (EST Time Zone)

About the role

We are a dynamic American‑based Managed Service Provider seeking a proactive L1 IT Support Engineer to join our remote team. You will be the first point of contact for clients, handling tickets via phone and email while working on EST business hours.

Key responsibilities

• Provide Level 1 technical support to clients, troubleshooting hardware, software and networking issues.
• Manage tickets efficiently using ConnectWise RMM and other ticketing platforms.
• Monitor backups, perform basic networking tasks, and resolve Windows OS problems.
• Respond promptly to support requests received through phone and email.
• Document all support activities, resolutions, and escalation steps.
• Collaborate with senior engineers for escalations when necessary.

Required profile

• Minimum 2 years of experience in an MSP environment.
• Proficiency with ConnectWise RMM and Datto backup solutions.
• Solid understanding of Windows operating systems and basic networking concepts.
• Fast and accurate typing skills for efficient ticket handling.
• Excellent written and verbal communication abilities.
• Strong customer‑service orientation and ability to work under pressure.
• Availability to work EST business hours and start as soon as possible.

Required skills

• ConnectWise RMM
• Datto backup platform
• Windows OS
• Basic networking
• IT troubleshooting
• Ticketing systems