Coretelligent · 1 day ago
Remote Support Engineer II
United States
Full-time
Remote
Mid Level
$60K/yr - $75K/yr
3+ years expCoretelligent is a company that partners with growing, highly regulated organizations to provide secure and dependable IT environments. As a Remote Support Engineer II, you will manage and resolve complex technical issues within multi-tenant environments, ensuring uptime, stability, and security across client systems while leading advanced troubleshooting efforts and mentoring others.
Cloud Data ServicesIT InfrastructurePrivate CloudService Industry
Responsibilities
Receive and respond to internal incident escalations, providing consultation, next-step guidance, or direct resolution assistance
Receive and respond to inbound incident requests from clients and external users via phone, email, or ticketing system
Perform advanced troubleshooting of desktop, network, and application incidents—including connectivity, VPN, VLAN, and access issues
Support and maintain network and resource access, messaging, enterprise applications, and endpoint infrastructure
Provide break/fix and educational support for workstations, Office & GSuite, line-of-business applications, peripherals, connectivity, and mobile devices
Accept escalations from Remote Support Team (RST) resources and management; may lead or direct others during complex incident remediation
Coordinate vendor escalations for resolution of uncommon incidents, ISP outages, or platform issues
Perform triage, troubleshooting, and remediation of incident volume to ensure SLA adherence and client satisfaction
Provide assistance to Tier 3 staff with problem research, documentation, and resolution validation
Create and maintain knowledge base articles and user-facing FAQs to improve first-call resolution and team efficiency
Provide spot training and technical guidance for Engineer I team members on best practices and troubleshooting techniques
Maintain or exceed departmental performance metrics for utilization, response time, and CSAT
Maintain detailed documentation and progress notes on all support tickets and client communications
Perform routine maintenance tasks on computer equipment, peripherals, and system resources as required
Participate in scheduled after-hours maintenance windows or on-call rotation as needed to ensure uptime and service continuity
Work independently under general supervision with latitude for creative problem-solving and decision-making
Qualification
Required
3+ years of experience providing remote IT support or network troubleshooting in a Managed Service Provider (MSP) or multi-tenant environment
Proficient with Microsoft 365, Active Directory, Windows OS, VPN technologies, and common business applications
Working knowledge of network concepts (TCP/IP, DNS, DHCP, NAT, VLANs, routing/switching) and endpoint troubleshooting
Familiarity with Fortinet, Cisco, Palo Alto, or Ubiquiti firewalls and network equipment
Excellent written and verbal communication skills with a customer-first mindset
Strong documentation discipline and adherence to process and SLAs
Ability to multitask in a high-volume environment while maintaining professionalism and composure
Collaborative team player with a willingness to share knowledge and mentor others
Benefits
Health, Dental, & Vision
Flexible Spending Account (FSA)
401k
Health Reimbursement Account (HRA)
Health Savings Account (HSA)
Life Insurance
Disability Insurance
Paid Parental Leave
Holiday Pay
Flexible Vacation & Sick Days
Twelve holidays, including a day off on your birthday and work anniversary
Flexible vacation
Monthly rewards
Spot bonuses for demonstrated excellence
Community and social events
Learning and development
Flexible working life
$100 well-being allowance
Other health & wellness perks
Company
Coretelligent
Coretelligent is a IT support company which provides exhaustive IT and private cloud services.
201-500 employees
H1B Sponsorship
Coretelligent has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Veronis Suhler Stevenson
2021-10-21Acquired
2016-11-29Private Equity
Leadership Team
Kevin Routhier
Founder, President, and CEO
Guido Timmerman
Chief Revenue Officer
Recent News
2025-09-22
2025-06-11
2025-06-10
Company data provided by crunchbase