GDI Infotech

Compensation

Full Description

This is a remote position. IT Support Engineer II (Remote) – Managed Services (MSP) About the Role We are seeking a highly motivated and customer-focused IT Support Engineer II to join our growing team in a fully remote capacity. This role is ideal for a technical professional who thrives in a fast-paced Managed Service Provider (MSP) environment, supporting a diverse client base across multiple industries. As a Level 2 support engineer, you will act as a key escalation point, responsible for troubleshooting complex technical issues, delivering high-quality support, and ensuring client systems remain secure, stable, and optimized. Key Responsibilities • Provide Level 2 technical support for desktops, servers, networks, and cloud environments • Troubleshoot and resolve escalated issues related to Windows OS, Active Directory, Office 365, and networking • Support and administer Microsoft 365, Azure, and other cloud-based solutions • Diagnose and resolve issues involving VPNs, firewalls, switches, and wireless networks • Manage user accounts, permissions, and security policies • Perform system maintenance, patching, and updates across client environments • Collaborate with Level 1 and Level 3 engineers to ensure timely resolution of incidents • Document issues, resolutions, and processes in the ticketing system • Participate in onboarding/offboarding of client employees and device provisioning • Assist with implementations, upgrades, and infrastructure projects as needed • Provide excellent customer service and communicate effectively with technical and non-technical stakeholders Required Qualifications • 3–5+ years of experience in IT support, preferably within an MSP environment • Strong knowledge of Windows Server, Active Directory, and Microsoft 365 • Experience with network troubleshooting (DNS, DHCP, TCP/IP, VPNs) • Familiarity with RMM and PSA tools (such as ConnectWise, Autotask, or similar) • Experience supporting remote users and distributed environments • Ability to manage multiple priorities in a fast-paced, ticket-driven environment • Strong documentation and communication skills Preferred Qualifications • Experience with Azure, AWS, or other cloud platforms • Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications • Exposure to cybersecurity best practices and tools • Previous experience working in a client-facing consulting or MSP role What We Offer • Fully remote work environment • Opportunity to work with a wide range of technologies and clients • Fast-paced, collaborative team culture • Career growth and advancement opportunities • Competitive compensation and benefits package