Technical Support Specialist - Tier II

We are seeking a skilled and customer-focused Technical Support Specialist to join our growing remote support team. This role is ideal for a motivated IT professional who thrives in a fast-paced environment, enjoys troubleshooting complex technical issues, and values delivering exceptional client service., * Provide remote technical support via ticketing system, email, phone, and remote access tools

• Troubleshoot and resolve hardware, software, networking, and configuration-related issues in a timely manner
• Support and administer:
• Microsoft Windows environments
• Active Directory user accounts, permissions, and login scripts
• TCP/IP, DNS, DHCP, VPN, and common networking protocols
• Wireless Access Points, switches, printers, NAS devices, and mobile devices
• Configure, manage, and troubleshoot:
• Network Attached Storage solutions (e.g., Synology)
• Endpoint protection and remediation tools including SentinelOne
• Backup and disaster recovery solutions including VEEAM and NinjaOne
• Email security and filtering platforms including AppRiver
• Multi-factor authentication solutions such as DUO Mobile
• Security awareness and phishing platforms including InfoSec IQ and Phish Notify
• Perform Outlook plugin installation, configuration, and management
• Generate and review Domain Reports and related system/security reporting
• Assist with endpoint remediation, patching, and cybersecurity best practices
• Document technical issues, resolutions, configurations, and procedures thoroughly and accurately
• Meet established Service Level Agreements (SLAs) and maintain detailed daily time tracking
• Collaborate effectively with internal teams, vendors, and clients on support requests and projects
• Provide technical guidance and end-user education to clients and colleagues
• Stay current with evolving technologies, cybersecurity trends, and industry best practices

Do you have experience in Windows?, Do you have a Bachelor’s degree?, Required

• 3+ years of experience in a client-facing IT support or managed services environment
• Experience supporting 200+ end-users across multiple client environments
• Strong troubleshooting and problem-solving skills with the ability to work independently
• Hands-on experience with:
• Active Directory
• Microsoft Windows environments
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Endpoint security platforms
• Backup and recovery solutions
• Excellent verbal and written communication skills
• Strong organizational skills with attention to detail and follow-through
• Ability to manage multiple priorities in a fast-paced environment
• Professional, dependable, and customer-service oriented mindset

Preferred

• Bachelor’s degree in Information Technology, Computer Science, or related field
• Experience in a Managed Service Provider (MSP) environment
• Familiarity with:
• DUO Mobile
• VEEAM
• AppRiver
• SentinelOne
• InfoSec IQ
• Synology NAS
• Outlook plugin administration

$60,000 - $75,000 a year - Permanent, Full-time, Pulled from the full job description

• Referral program
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Simple IRA with company matching
• Health, dental, and vision insurance
• Paid time off and paid holidays
• Parental leave
• Professional development opportunities
• Referral program
• Career growth opportunities

Equal Opportunity Employer

Remote IT Solutions is committed to creating a diverse and inclusive workplace where all employees and applicants are treated with respect and provided equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.

Key Improvements Made

• Eliminated duplicated “Benefits” and “Job Type” sections
• Reduced repetitive wording around communication, collaboration, and professionalism
• Modernized the technical stack to better reflect current MSP/security expectations
• Added cybersecurity-focused tools and responsibilities
• Improved readability with clearer section organization
• Added “MSP environment” language to better target qualified candidates
• Balanced technical depth with approachable language for recruiting platforms like Indeed and LinkedIn
• Tightened wording to improve candidate engagement and reduce drop-off

Pay: $60,000.00 - $75,000.00 per year, * 401(k) matching

• Dental insurance
• Health insurance
• Paid time off

Remote IT Solutions, LLC is a Baltimore-based managed IT services provider specializing in the integration, support, and management of business network technologies for small-to-medium-sized organizations nationwide. We are committed to delivering exceptional customer service and building long-term client relationships through professionalism, accountability, and technical excellence.

Our culture is driven by core values including integrity, respect, accountability, teamwork, compassion, and a customer-first mindset.