Remote Support Engineer II

At Coretelligent, we take ownership of the technology our clients rely on every day.

We partner with growing, highly regulated organizations that need secure, dependable IT environments built to scale. Our role goes beyond support. We bring structure, clarity, and accountability to complex technology landscapes so leaders can move forward with confidence.

Over the past several years, Coretelligent has entered a new chapter. We have strengthened our leadership team, modernized our service delivery, and sharpened our focus on long-term client outcomes. Our work spans managed IT, cybersecurity, cloud, and strategy, delivered through a model designed for consistency, transparency, and trust.

We are building a team of professionals who care deeply about quality, ownership, and continuous improvement. If you value clear expectations, thoughtful collaboration, and work that genuinely matters to the businesses you support, you will feel at home here.

Job Overview

As a Remote Support Engineer II, you’ll play a key role in Coretelligent’s client experience by managing and resolving more complex technical issues within multi-tenant environments. You’ll be part of a collaborative, high-performing remote support team responsible for ensuring uptime, stability, and security across client systems.

In this role, you’ll lead advanced troubleshooting across networking, servers, and endpoint infrastructure, and serve as a trusted technical resource for our clients. You’ll be expected to exercise sound judgment, manage competing priorities, and communicate with confidence—whether you’re diagnosing connectivity issues, optimizing VPN performance, or assisting with security configurations. If you thrive in dynamic environments, take pride in technical precision, and enjoy mentoring others while driving client satisfaction, this role offers the opportunity to make a visible impact every day.

Key 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.

Required Skills and Qualifications:

• 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,…