Remote IT Support Engineer (L1-L2) - Resolve & Delight Users

Supportwave; New York (NY); Hybrid; USD 40,000 - 70,000; Full time

Job summary

Supportwave is seeking an L1-L2 IT Support Engineer for a remote, contract-to-hire role with a flexible global footprint. You will own issues from first contact through resolution, combining hands-on troubleshooting with clear customer communication.

Responsibilities include Microsoft 365 and Windows troubleshooting, account management, and documentation using ConnectWise PSA, IT Glue, NinjaOne, and ScreenConnect. The shift runs 21:00–06:00 Asia/Hong_Kong time.

Qualifications

• Experience in L1-L2 Helpdesk or Service Desk environments.
• Ability to independently resolve common end-user IT issues.
• Experience with ticketing/PSA and remote support platforms.
• Strong written and spoken English.

Responsibilities

• Handle L1-L2 tickets from initial contact to resolution.
• Troubleshoot Microsoft 365, Windows, hardware, and connectivity.
• Manage user accounts, password resets, onboarding/offboarding, and 365 admin tasks.
• Use ConnectWise PSA, IT Glue, NinjaOne, and ScreenConnect to document requests.
• Meet SLAs and escalate to L3 when needed.

Skills

MS 365 administration

Windows support

Remote support

Customer service

Ticketing systems

Tools

ConnectWise PSA

NinjaOne / NinjaRMM

ScreenConnect

IT Glue (optional)

Proofpoint (optional)

Huntress (optional)

Job description

Supportwave is seeking an L1-L2 IT Support Engineer for a remote, contract-to-hire role with a flexible global footprint. You will own issues from first contact through resolution, combining hands-on troubleshooting with clear customer communication.

Responsibilities include Microsoft 365 and Windows troubleshooting, account management, and documentation using ConnectWise PSA, IT Glue, NinjaOne, and ScreenConnect. The shift runs 21:00–06:00 Asia/Hong_Kong time.