IT Support Engineer (Level 1.5 / Level 2) - Part-Time | Remote | U.S. Only

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We are looking for a reliable and customer-focused IT Support Engineer to join our team on a part-time, remote basis . This position is ideal for someone with strong Microsoft experience who enjoys troubleshooting technical issues, supporting end users, and working with modern Microsoft cloud technologies.

The successful candidate will provide Level 1.5 and Level 2 technical support, resolve escalated issues, maintain Microsoft environments, and deliver exceptional customer service. This is a hands-on role that requires excellent troubleshooting skills, attention to detail, and the ability to work independently.

Responsibilities

Provide Level 1.5 and Level 2 technical support for end users.

Troubleshoot Windows 10 and Windows 11 desktops and laptops.

Support Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, Excel, PowerPoint, and SharePoint.

Manage user accounts, password resets, permissions, and security groups in Active Directory and Microsoft Entra ID (Azure AD).

Support Microsoft Intune-managed devices and assist with Windows Autopilot deployments.

Troubleshoot Microsoft Teams meetings, calling, and collaboration issues.

Support Exchange Online mailboxes, shared mailboxes, and distribution groups.

Install, configure, and troubleshoot printers, peripherals, and software applications.

Diagnose networking, VPN, Wi-Fi, DNS, DHCP, and connectivity issues.

Support Multi-Factor Authentication (MFA) and Conditional Access.

Assist with Microsoft Defender endpoint alerts and basic security remediation.

Document incidents, resolutions, and technical procedures within the ticketing system.

Escalate complex issues to senior engineers when appropriate.

Deliver excellent customer service while managing multiple support requests.

Qualifications

2–5 years of Help Desk, Desktop Support, or Systems Support experience.

Strong knowledge of Windows 10 and Windows 11.

Experience supporting Microsoft 365.

Experience with Active Directory and Microsoft Entra ID.

Working knowledge of Microsoft Intune is preferred.

Basic Microsoft Azure experience.

Familiarity with Exchange Online, Teams, and SharePoint Online.

Understanding of TCP/IP, DNS, DHCP, VPN, and basic networking.

Excellent troubleshooting, communication, and customer service skills.

Ability to prioritize work and manage multiple tickets in a fast-paced

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