Remote Support Engineer II

**Remote Support Engineer II - Expert IT Help from Anywhere**Software EngineerMiddle-LevelSenior-Level# Remote Support Engineer II - Expert IT Help from AnywhereJoin MoldStud as a Remote Support Engineer II and deliver expert technical support, troubleshoot complex issues, and grow in a dynamic, customer-focused team.Full-TimeRemote## MoldStud’s Commitment To Growth And ExcellenceAt MoldStud, we're dedicated to nurturing talent and fostering a culture where innovation thrives. As a Middle-Level Remote Support Engineer II - Expert IT Help from Anywhere, you'll find yourself at the heart of a collaborative team that values your growth, supports your professional development, and encourages you to explore new horizons in technology. We believe in pushing the boundaries of digital solutions, and we want passionate individuals like you to join us on this exciting journey.## What You’ll Be Doing As A middlesenior Remote Support Engineer II - Expert IT Help from Anywhere At MoldStud## Remote Support Engineer IIJoin MoldStud as a Remote Support Engineer II and become a vital part of our dedicated technical team. At MoldStud, our core values focus on innovation, integrity, collaboration, and delivering exceptional client service. We are committed to fostering a supportive environment that promotes growth, technical excellence, and customer-centric solutions. If you're passionate about troubleshooting, problem-solving, and delivering outstanding support in a dynamic and evolving industry, we want to hear from you.## Job Responsibilities* **Technical Support & Issue Resolution:** Manage and resolve complex technical issues across multi-tenant environments, ensuring minimal downtime and optimal system performance.* **Advanced Troubleshooting:** Diagnose and remediate issues related to networking, servers, endpoints, and applications. Support connectivity, VPN performance, and security configurations to maintain a secure and stable infrastructure.* **Client Interaction & Communication:** Act as a trusted technical resource by providing clear, professional communication via phone, email, and ticketing system. Escalate issues appropriately and keep clients informed throughout the resolution process.* **Incident Management:** Handle internal escalations and inbound support requests efficiently. Perform triage, research, and remediation of incidents while documenting all actions and updates accurately.* **Vendor Coordination:** Collaborate with hardware and software vendors to escalate and resolve complex issues. Track vendor communications and ensure timely resolutions.* **Knowledge Development & Training:** Create and update knowledge base articles. Provide guidance and mentoring to Engineer I team members, sharing best practices and technical expertise.* **Documentation & Metrics:** Maintain detailed support ticket records, client communications, and performance metrics to ensure accountability and continuous improvement.* **Additional Responsibilities:** Participate in after-hours maintenance windows or on-call rotations as needed, ensuring ongoing system stability and security.## Qualifications* **Experience:** Minimum of 3+ years working in remote IT support, network troubleshooting, or managed service provider (MSP) environments managing multi-tenant systems.* **Technical Skills:** Proficiency in Microsoft 365, Active Directory, Windows OS, VPN technologies, and common business applications.* **Networking Knowledge:** Strong understanding of TCP/IP, DNS, DHCP, NAT, VLANs, routing, and switching principles.* **Hardware & Equipment:** Familiarity with firewalls and network devices from Fortinet, Cisco, Palo Alto, Ubiquiti, or similar brands is a plus.* **Communication & Documentation:** Excellent written and verbal communication skills, with a keen eye for detailed documentation and process adherence.* **Personal Traits:** Ability to multitask effectively in a high-volume environment, maintaining professionalism and composure. A team-oriented mindset willing to share insights and mentor peers.## Employee Benefits & Perks* **Competitive Compensation:** Salary range of $60,000 to $75,000 annually, commensurate with experience and qualifications.* **Comprehensive Benefits Package:** Includes health, dental, and vision insurance, Flexible Spending Account (FSA), 401(k), Health Reimbursement Account (HRA), Health Savings Account (HSA), life and disability insurance, and paid parental leave.* **Paid Time Off & Holidays:** Twelve paid holidays, including your birthday and work anniversary, flexible vacation policies, and sick days.* **Recognition & Rewards:** Monthly rewards programs, spot bonuses for exceptional performance, and various recognition initiatives.* **Work-Life Balance & Development:** Flexible working arrangements, ongoing learning opportunities, and access to health and wellness resources, including a $100 well-being allowance.* **Community & Social Engagement:** Opportunities to participate in company events, team activities, and professional development programs that support growth and camaraderie.At MoldStud, we believe in empowering our team members, fostering innovation, and building a culture of continuous improvement. If you are a motivated, detail-oriented professional passionate about IT support and customer service, we invite you to apply and contribute to our exciting journey.## We Need You To Have Some Hard Skills* Proficiency in Microsoft 365, Active Directory, Windows OS, and VPN technologies* Strong knowledge of TCP/IP, DNS, DHCP, NAT, VLANs, routing, and switching principles* Experience troubleshooting networking, servers, endpoints, and applications* Ability to diagnose and remediate complex technical issues effectively* Excellent communication skills for client interaction via phone, email, and tickets* Documentation skills for maintaining support records and technical updates* Experience managing incidents, escalations, and vendor coordination* Familiarity with firewalls and network devices from Fortinet, Cisco, Palo Alto, Ubiquiti* Minimum of 3+ years in remote IT support, MSP, or multi-tenant system management* Ability to multitask in high-volume support environments with professionalism## We Need You To Have Some Soft Skills* - Demonstrates strong teamwork and collaborative attitude.* - Communicates clearly and professionally with clients and colleagues.* - Offers support with patience and professionalism under pressure.* - Shares knowledge and mentors junior team members willingly.* - Maintains a customer-centric approach and positive attitude.* - Adapts quickly to changing priorities and environments.* - Values integrity and fosters trust within the team.* - Listens actively to understand client needs and concerns.* - Coordinates effectively with vendors and internal teams.* - Shows enthusiasm for continuous learning and personal growth.## When, With Who, And How You’ll Be Working###### UTC+03:00: Your primary working timezone###### 09:00-18:00 UTC+03:00: Your primary working hours###### Agile: Your primary project management methodology###### 75: Your project’s team size## What The Recruitment Process Looks Like###### 30 Minutes \*: A 30-minute introductory conversation with our HR Manager or Hiring Manager to discuss your background, experience, and career goals. We'll also provide an overview of the role, company culture, and answer any initial questions you may have.###### 30 Minutes \*: A 30-minute conversation with our HR Manager to evaluate your English communication skills. This ensures you're comfortable collaborating with our international team and can effectively participate in meetings, documentation, and daily communications.###### 60 Minutes \*: A 60-minute technical assessment with the Hiring Manager or Tech Lead. This session will evaluate your hands-on coding abilities, problem-solving approach,
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