Remote Position based in the USA, must be able to work USA hours. It is required that you have a quite workspace with fast paced internet and your own equipment such a Computer or Laptop with the necessary tools.

Position Overview

We are seeking an experienced and highly skilled Remote IT Support Engineer – Level 3 to provide advanced technical support, troubleshoot complex issues, and ensure the reliability and security of IT systems. This role involves working independently and collaboratively to resolve escalated technical problems, implement solutions, and provide guidance to Level 1 and Level 2 support teams. The ideal candidate has deep expertise in IT infrastructure, cloud services, networking, and enterprise systems, along with strong analytical and problem-solving abilities.

Key Responsibilities

Advanced Technical Support

Serve as the escalation point for complex technical issues that cannot be resolved by Level 1 or Level 2 support.
Troubleshoot and resolve hardware, software, networking, and system-related issues across Windows, macOS, Linux, and cloud environments.
Perform root cause analysis of recurring technical problems and implement permanent solutions.
Monitor, maintain, and optimize IT infrastructure to ensure high availability and performance.
Assist in deploying and configuring servers, network devices, and enterprise software solutions.
Provide remote guidance and mentoring to junior IT support engineers.

Systems & Network Management

Manage cloud-based infrastructure (AWS, Azure, or GCP) and virtualized environments.
Monitor system performance, security, and capacity; perform updates and patch management.
Configure and maintain firewalls, VPNs, and network security protocols.
Assist with disaster recovery planning, backups, and system redundancy testing.

Documentation & Collaboration

Maintain detailed technical documentation, knowledge base articles, and process workflows.
Collaborate with IT management, developers, and other stakeholders on technical projects and upgrades.
Provide input on IT policies, security practices, and system improvement initiatives.

Basic Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
5+ years of professional IT support experience, including experience in Level 3 or senior technical roles.
Strong knowledge of IT infrastructure, networking, and system administration.
Proficiency with Windows, macOS, and Linux operating systems.
Experience with cloud platforms (AWS, Azure, or GCP) and virtualization technologies (VMware, Hyper-V).
Expertise in troubleshooting complex hardware, software, and network issues.
Experience with Active Directory, DNS, DHCP, and enterprise security protocols.
Familiarity with ITIL framework and incident management practices.
Strong analytical, problem-solving, and communication skills.
Ability to work independently in a fully remote environment.

Preferred Qualifications

Relevant certifications such as CCNA/CCNP, MCSA, MCSE, CompTIA Security+, AWS Solutions Architect, or Azure Administrator.
Experience with scripting and automation tools (PowerShell, Python, Bash).
Knowledge of endpoint management tools, monitoring systems, and ticketing platforms (ServiceNow, Jira, Zendesk).
Background in enterprise IT environments, including server, storage, and network management.
Experience supporting remote teams and distributed IT infrastructures.

Key Competencies

Advanced troubleshooting and root cause analysis skills.
Strong attention to detail and documentation accuracy.
Ability to mentor and guide junior IT staff.
Excellent communication skills for technical and non-technical audiences.
Proactive, resourceful, and able to prioritize high-impact tasks.
Commitment to security best practices and IT compliance standards.

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