Tier 2 Network Engineer

SUMMARY
The Network Engineer Tier 2 is a critical part of the Client’s service team and covers their help desk outside of US business hours. The Engineer works on tickets in the Client’s systems, keeps the after-hours queue moving, completes scheduled maintenance overnight, and hands a clean board to the US team each morning.

The role will support the Client’s 24/7 MSP operations outside normal U.S. business hours, primarily handling ticket backlogs, OS/computer updates, network infrastructure work, and occasional incoming support calls.

RESPONSIBILITIES
• Triaging and working tickets in an assigned queue.
• Answering occasional after-hours phone calls and emails for support requests. Phone volume is low; most work is in the ticket queue.
• Assisting end users with routine requests such as password resets, account lockouts, MFA resets, and Outlook and Microsoft 365 issues.
• Working scheduled tickets remotely, including application installs, configuration changes, and remote diagnostics.
• Working RMM and NOC alert tickets in Kaseya, such as offline devices, low disk space, failed services, and failed backups.
• Completing overnight maintenance from documented runbooks: patching, scheduled reboots, firmware updates, and Windows 11 upgrades.
• Assisting with basic network and connectivity troubleshooting.
• Entering time, notes, and a clear next step on every ticket worked.
• Escalating issues to a queue that is reviewed by the manager each day during the 8am-5pm Pacific Time/PST window.
• Escalating customer account questions that fall outside normal scope to the Service Manager.
• Handing off at shift change so any tickets worked have clear next steps when the US team starts the day.

QUALIFICATIONS
• At least 5 years of IT help desk experience (including NOC/RMM).
• Excellent verbal and written communication skills.
• Ability to troubleshoot Windows and Mac computers remotely (OS troubleshooting, updates, configuration, and general endpoint support).
• Experience in the following:
o Creating and managing user accounts in Microsoft Active Directory and Microsoft 365 / Entra ID.
o Microsoft 365 support, including Exchange Online, Outlook, and MFA.
o Installing and removing applications and printers on Windows computers. 
o Basic network connectivity concepts such as TCP/IP, switches, routers, internet connections, DHCP, and DNS.
• Managed Service Provider (MSP) experience is strongly preferred. Candidates from other IT support environments can be considered.
• Working in a PSA ticketing system. ConnectWise experience preferred, but equivalent ticketing-system experience is acceptable.
• Working with an RMM tool and patch management. Kaseya experience preferred.
• Ability to follow written procedures exactly and document work as it is done.
• Strong phone support and client-facing communication.
• Ability to explain issues clearly, provide workarounds, and manage customer expectations.
• Certifications, such as CompTIA A+, CompTIA Network+, or Microsoft 365 certifications, are desired.

Attributes
• Excellent customer service skills, in writing and on the phone
• A desire to provide excellent service to customers
• Ability to work in a team, including a team in a different time zone
• Desire to grow professionally
• Strong work ethic
• Reliable and on time for every shift
• Comfortable working independently on a shift with limited live support
• Asks before acting when a procedure does not cover the situation

JOB REQUIREMENTS
• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to shift schedules that include evenings, weekends, and holidays.
• Specific shift assignments will be determined based on team coverage/operational needs and may rotate (US Time Zone).