Junior IT Support Engineer – Remote (EST)

About the role

We are a fast‑growing American‑based Managed Service Provider looking for a Junior IT Support Engineer to join our remote team. You will work on EST hours, providing first‑line assistance to clients through phone and email, using industry‑standard tools.

Key responsibilities

• Deliver Level 1 technical support, troubleshooting Windows, networking, and hardware/software issues.
• Manage and resolve tickets efficiently via ConnectWise RMM and other ticketing platforms.
• Monitor backups, perform basic networking tasks, and ensure hardware and software reliability.
• Document all support activities, resolutions, and follow‑up actions.
• Escalate complex problems to senior engineers when needed.

Required profile

• Minimum 2 years experience in an MSP environment.
• Proficiency with ConnectWise RMM and Datto backup solutions.
• Strong understanding of Windows operating systems and basic networking concepts.
• Fast, accurate typing and excellent written and verbal communication.
• Customer‑service oriented and able to work under pressure.
• Availability to work full‑time EST hours.

Required skills

• ConnectWise RMM
• Datto
• Windows OS
• Basic networking
• Backup monitoring
• Hardware troubleshooting
• Software troubleshooting