> Markdown version of [/jobs/ext/238437-it-helpdesk-and-field-service-engineer-level-2-5-3](https://www.wearedevelopers.com/jobs/ext/238437-it-helpdesk-and-field-service-engineer-level-2-5-3). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Helpdesk and Field Service Engineer - Level 2.5-3 - **Company:** BERTONE ENTERPRISES LLC - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $58,240.0 - $83,200.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Microsoft Online Services, VoIP, Network Congestion, Dynamic Host Configuration Protocol, Domain Name System (DNS), File Server, Hyper-V, Issue Tracking Systems, IP Addressing, Subnetting, Virtual Private Networks (VPN), Windows Servers, Networking Basics, Print Servers, Remote Access Technology, Azure Active Directory, Server Administration, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Wireless Access Point, Wireless Networks, Firewalls (Computer Science), Microsoft InTune, Microsoft Onedrive, Information Technology, Low Latency, Hardware Infrastructure, User Administration, SSL VPN, Unified Endpoint Management, Vmware - **Published:** May 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6475eafd1d0445b7 ## About the Role Do you have a valid Driver's License license?, Do you have experience in Wireless networking?, You must have a dedicated car and will be compensated on travel to customers. Must live 20-30 minutes from the Greenwich CT area as equipment will need to be picked up when needed and delivered to customer., * 3+ years of experience in IT support or a managed services environment * Strong working knowledge of the Microsoft 365 ecosystem and Azure cloud services * Hands-on experience with on-premises Active Directory - GPOs, user management, hybrid sync * Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, subnetting, firewalls, and wireless * Experience with RingCentral and/or Intermedia Elevate - provisioning, administration, and troubleshooting * Familiarity with Datto backup and disaster recovery appliances * Experience working within Autotask PSA for ticketing, time entry, and task management * Experience with Azure Active Directory / Entra ID and endpoint management (Intune or similar) * Excellent written and verbal communication skills - confident with clients at all levels * Ability to explain technical concepts clearly to non-technical users * Comfortable working independently, managing time across remote and on-site environments * Valid driver's license and reliable transportation for client visits, * Microsoft certifications (MS-900, AZ-900, MD-102, MS-102, or higher) * Experience in an MSP (Managed Service Provider) environment * Advanced Autotask experience - workflows, reporting, or project tracking * RingCentral Admin Portal certification or advanced admin experience * Intermedia Elevate administration and hosted PBX experience * Experience with Datto BCDR appliance management, Datto RMM, or Datto Networking * CompTIA A+, Network+, or Security+ certifications * Familiarity with ITIL practices or service desk frameworks * Windows Server administration (2016/2019/2022) and Hyper-V or VMware experience, * Technical support: 4 years (Required) ## Description We are looking for a sharp, customer-focused IT Engineer to join our team on a part-time basis (3 days per week), with the opportunity to transition into a full-time role as the position grows. This is a hybrid role combining remote helpdesk support with scheduled on-site visits to client locations. You will serve as a go-to escalation point for complex issues and also contribute to ongoing IT projects alongside day-to-day support., Helpdesk & Support * Provide Tier 2/2.5 technical support to end users via remote helpdesk and on-site visits * Troubleshoot hardware, software, networking, and cloud-related issues * Serve as an escalation point for Tier 1 technicians on complex or unresolved tickets * Document all support activity accurately in the ticketing system * Follow up with clients to ensure satisfaction and issue resolution Microsoft Cloud & Infrastructure * Administer and support Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Intune) * Manage Azure Active Directory / Entra ID - users, groups, MFA, Conditional Access * Support Microsoft Endpoint Manager (Intune) for device enrollment and policy management * Administer Microsoft Defender, Purview, and related security toolsets * Assist with Azure infrastructure tasks (VMs, storage, networking, backup) VoIP & Telephony * Configure, troubleshoot, and support RingCentral and Intermedia Elevate phone systems * Provision and manage handsets, softphones, call queues, auto-attendants, and call routing * Onboard and offboard users across VoIP platforms including number porting and license management * Diagnose call quality issues (jitter, latency, packet loss) and coordinate with carriers or vendors as needed On-Premises Infrastructure * Administer on-premises Active Directory - user/group management, GPO creation and troubleshooting, OU structure * Manage on-prem file servers, print servers, and shared resources * Support hybrid AD environments including AD Connect / Entra Connect sync * Assist with server maintenance, patching, and monitoring for Windows Server environments * Support Datto backup appliances - verify backup jobs, perform test restores, and respond to alerts Networking * Configure and troubleshoot routers, managed switches, firewalls, and wireless access points * Strong understanding of TCP/IP, DNS, DHCP, VLANs, and subnetting * Assist with site-to-site VPN setup and remote access (SSL VPN, client-based) * Perform network documentation including diagrams, IP addressing, and hardware inventories On-Site Support * Perform scheduled and emergency on-site visits to client locations * Assist with workstation setup, hardware refreshes, and peripheral configuration * Cable management, rack installation, and physical infrastructure support as needed Projects & Collaboration * Participate in IT projects including migrations, deployments, and system upgrades * Collaborate with the project team to meet milestones and deliverables * Create and maintain technical documentation, SOPs, and knowledge base articles ## Related Videos - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers)