Remote Support Engineer
Job Description
Job Description
Job Title: Level 2/3 Remote Support Engineer – Windows 11 Upgrade & Network Projects
Contract: 3–4 Months (Possible Extension)
Location: 100% Remote (Occasional coordination with on-site resources required)
Hours: 40 hours per week
Key Responsibilities
- Perform Windows 10 to Windows 11 desktop upgrades across the enterprise.
- Support ISP cutovers and related network transitions.
- Handle Windows desktop/server upgrades and routine patching.
- Troubleshoot and resolve network issues involving Fortinet and Sophos firewalls .
- Perform basic Layer 2 switch work (1–2 VLANs, routing handled at firewall).
- Provide remote support, including guiding on-site third-party technicians or end users during troubleshooting.
- Document work using ZenDesk ticketing system and maintain accurate records in SharePoint and ITGlue .
- Collaborate with internal teams to ensure smooth project execution and knowledge sharing.
Required Skills & Experience
- 3+ years of IT support experience (Level 2/3 or equivalent).
- Strong understanding of Windows OS administration (Windows 10/11, Server OS).
- Hands-on experience with firewall troubleshooting (Fortinet, Sophos preferred).
- Knowledge of network fundamentals – VLANs, switching, basic routing concepts.
- Experience with remote monitoring tools ( NinjaOne preferred) and ticketing systems ( ZenDesk or equivalent ).
- Excellent communication skills and ability to work with remote teams and end users.
- Ability to work independently and manage tasks with minimal supervision.
Preferred Qualifications (Nice to Have)
- Relevant certifications: CompTIA Network+, Microsoft Certified (MCSA/Modern Desktop), or Fortinet NSE .
- Previous experience supporting hospitality or distributed enterprise environments.
- Scripting/automation experience for system management tasks.
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