Remote Support Engineer II

Founded in 2006, Coretelligent is a provider of comprehensive managed IT solutions, specializing in areas like cybersecurity, private cloud services, IT planning and strategy, and backup and disaster recovery. We cater to industries such as financial services, life sciences, technology, and professional services. The company has been recognized for its achievements, including being named to Inc. magazine's Power Partner Awards and as AT&T Cybersecurity North American Partner of the Year for 2023. Coretelligent focuses on meeting regulatory requirements and ensuring clients' IT platforms are robust and compliant. We have a significant presence across various U.S. locations and offer co-managed IT solutions as well.

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, 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.

Salary Range for this position (depending upon experience):

$60,000 - $75,000

This range reflects the minimum and maximum targets for new hires across all US locations (with the exception of MA, NY, and CA). Within the range, individual pay is determined by job-related skills, experience, work location, and relevant education or training.

What you'll love about Coretelligent:

We take Coretelligent culture very seriously As a company, we constantly think of ways to give back to our valued employees through company engagement. We offer a competitive salary, amazing benefits, a great vacation package, a healthy work-life balance, and opportunities to grow your career from within

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.

Perks: 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, and other health & wellness perks.

Equal Opportunity and Accessibility Commitment

Coretelligent is an Equal Opportunity employer committed to diversity, equity, and inclusion. We welcome qualified applicants of all races, ethnicities, religions, ages, sexual orientations, gender identities, socioeconomic statuses, and more. Our focus is on creating an inclusive workplace where diversity is valued beyond compliance, ensuring that every team member feels respected, supported, and empowered to be their authentic selves.

In compliance with the Colorado Anti-Discrimination Act (CADA), we do not request or consider age or age-adjacent information (such as graduation dates) during the hiring process. We encourage all qualified individuals to apply, regardless of age.

We extend our dedication to accessibility and inclusivity to our remote workforce. In alignment with the Americans with Disabilities Act (ADA), we are committed to providing reasonable accommodations to enable individuals with disabilities to effectively perform their job duties in a remote setting. Applicants needing accommodations for the application or interview process are encouraged to reach out to for necessary arrangements.

E-Verify

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E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce.

As Coretelligent is a remote company hiring candidates, our perks and benefits packages may adjust based on your location. Direct applicants only; no recruitment agencies or third-party recruiters, please.

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