Remote Support Engineer III

At Coretelligent, we take ownership of the technology our clients rely on every day.

We partner with growing, highly regulated organizations that need secure, dependable IT environments built to scale. Our role goes beyond support. We bring structure, clarity, and accountability to complex technology landscapes so leaders can move forward with confidence.

Over the past several years, Coretelligent has entered a new chapter. We have strengthened our leadership team, modernized our service delivery, and sharpened our focus on long-term client outcomes. Our work spans managed IT, cybersecurity, cloud, and strategy, delivered through a model designed for consistency, transparency, and trust.

We are building a team of professionals who care deeply about quality, ownership, and continuous improvement. If you value clear expectations, thoughtful collaboration, and work that genuinely matters to the businesses you support, you will feel at home here.

Job Overview

As a Remote Support Engineer III, you’ll serve as a senior technical contributor within Coretelligent’s Remote Support organization, owning the resolution of complex, high-impact technical issues across multi-tenant client environments. This role plays a critical part in maintaining uptime, security, and client confidence—particularly during escalated or time-sensitive incidents.

In this position, you’ll lead advanced troubleshooting across networking, servers, identity, and endpoint infrastructure, while acting as a trusted escalation point for both clients and internal teams. You’ll be expected to exercise strong technical judgment, manage competing priorities, and communicate with clarity and confidence during complex situations.

In addition to resolving issues, you’ll help elevate team capability through knowledge sharing, documentation, and best-practice guidance—without formal people management responsibilities.

This role is ideal for engineers who thrive in dynamic MSP environments, take pride in technical depth and accountability, and want to make a visible impact on service quality and client outcomes.

Key Responsibilities:

• Serve as a senior escalation point for complex technical incidents, leading advanced troubleshooting and resolution across multi-tenant client environments.
• Receive, triage, and resolve inbound client incidents via phone, email, and ticketing systems during assigned second-shift coverage.
• Perform advanced troubleshooting across desktop, server, network, and application environments, including VPN, VLAN, firewall, connectivity, identity, and access-related issues.
• Own incidents end-to-end—from prioritization through resolution—ensuring clear communication, SLA adherence, and positive client outcomes.
• Support and maintain enterprise systems including Microsoft 365, Active Directory, endpoint infrastructure, and line-of-business applications.
• Coordinate and manage vendor and ISP escalations for outages, degraded performance, or platform-level issues.
• Partner with Tier III and Platform teams on problem analysis, root cause investigations, and validation of long-term fixes.
• Create and maintain technical documentation, knowledge base articles, and client-facing FAQs to improve resolution efficiency and consistency.
• Act as a technical mentor and resource for Engineer I and II team members through live incident support and best-practice guidance.
• Participate in after-hours maintenance windows or on-call rotation as required, working independently with minimal supervision and strong technical judgment.
• Required Skills and Qualifications: 5+ years of experience providing remote IT support in a Managed Service Provider (MSP) or complex, multi-tenant environment.
• Advanced proficiency with Microsoft 365, Active Directory, Windows OS, VPN technologies, and enterprise endpoint support.
• Strong working knowledge of networking concepts including TCP/IP, DNS, DHCP, NAT, VLANs, and routing/switching.
• Hands-on experience supporting and troubleshooting firewall and network equipment (e.g., Fortinet, Cisco, Palo Alto, Ubiquiti).
• Demonstrated ability to lead complex incident resolution and manage multiple high-priority issues simultaneously.
• Excellent written and verbal communication skills with a strong customer-first mindset.
• High standard for documentation, process adherence, and SLA-driven environments.
• Proven ability to collaborate effectively while serving as a senior technical resource for others.
• Ideal Certifications
• While not required, the following certifications are strongly preferred and reflect the technical depth expected of a Remote Support Engineer III:
• CompTIA Network+ and/or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Fortinet NSE 4 (or equivalent firewall certification)
• Cisco CCNA or equivalent networking certification
• VMware Certified Professional (VCP) or equivalent virtualization certification

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!