Remote IT Support Engineer (Tier 2/3) | Hybrid

TeamLogic IT of Northeast Massachusetts; Woburn (MA); Hybrid; USD 50,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k)

Job summary

TeamLogic IT of Northeast Massachusetts in Woburn, MA is seeking an IT Support Engineer / Help Desk Technician to join our customer-focused team. This hybrid role supports Windows workstations/servers, Microsoft 365, and network services, with three days in office and two remote.

We value hands-on experience (Level 2 preferred) and are open to strong Level 1 or Level 3 candidates who enjoy mentoring, documentation, and client-facing ownership.

Qualifications

• 3–5 years of hands-on IT support experience.
• Experience with Windows and Microsoft 365 environments.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication for nontechnical users.
• Ability to prioritize requests, manage assignments independently, and collaborate when needed.
• Customer-first mindset, professional judgment, and a calm approach under pressure.
• Reliable attendance, punctuality, organization, and follow-through.

Responsibilities

• Provide responsive, professional support through phone, email, remote sessions, and the ticketing system.
• Troubleshoot and resolve issues affecting Windows workstations and servers, Microsoft 365, user accounts, business applications, printers, and network connectivity.
• Support Microsoft Entra ID (Azure AD), Active Directory, Group Policy, DNS, DHCP, file permissions, mapped drives, and shared resources.
• Support Microsoft 365 services including Outlook, Exchange Online, Teams, SharePoint, and OneDrive.
• Diagnose LAN/WAN, Wi-Fi, VPN, firewall, and general TCP/IP connectivity issues.
• Perform hardware diagnostics and assist with workstation, laptop, server, and peripheral deployments.
• Use remote monitoring and management tools to support managed-services clients and address alerts.
• Maintain accurate time entries, ticket notes, and client-facing updates in our PSA platform.
• Create and maintain clear technical documentation, standards, and repeatable procedures.
• Coordinate with vendors and senior engineers when escalation or specialized support is required.
• Participate in the team on-call rotation.
• For more experienced candidates, mentor junior technicians and help improve team practices.

Skills

Troubleshooting

Communication

Time management

Customer service

Attendance reliability

Education

Degree preferred but not required

Tools

Windows 10/11

Windows Server

Microsoft 365

Azure AD

Intune

Hyper-V

VMware

Job description

TeamLogic IT of Northeast Massachusetts in Woburn, MA is seeking an IT Support Engineer / Help Desk Technician to join our customer-focused team. This hybrid role supports Windows workstations/servers, Microsoft 365, and network services, with three days in office and two remote.

We value hands-on experience (Level 2 preferred) and are open to strong Level 1 or Level 3 candidates who enjoy mentoring, documentation, and client-facing ownership.