Senior IT Help Desk Engineer (Tier 2/3) – Remote Support

PJ Networks LLC; Charlottesville (VA); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Retirement Plan

Paid time off

Health insurance

Dental insurance

Job summary

PJ Networks LLC is seeking an experienced Help Desk Engineer to join our support team as a Tier 2/3 escalation point. You will remotely monitor, manage, and support client infrastructure across multiple environments, serving as the go-to resource for complex issues.

You will work with our help desk, field engineers, and dispatch to deliver fast, knowledgeable service, develop proactive monitoring, and improve security policies.

Qualifications

• Minimum 3 years of experience in IT support or similar role.
• Strong knowledge of Windows Server operating systems (2016–2025).
• Experience with Active Directory, Group Policy, DNS, and DHCP.
• Experience managing hypervisors (Hyper-V and/or VMware).
• Experience administering Microsoft 365 tenants and services.
• Excellent communication skills for technical and non-technical audiences.
• MSP or IT consulting experience preferred.
• Experience with RMM platforms and PSA tools.
• Experience with firewalls and network infrastructure management.
• Experience with backup and disaster recovery platforms.
• Experience with endpoint protection platforms.
• Experience with Microsoft Entra ID, Intune, and Conditional Access policies.
• Current industry certifications such as CompTIA Network+/Security+ or Microsoft certifications.
• Scripting or automation experience (PowerShell, Python).
• Experience developing SOPs and technical documentation.

Responsibilities

• Monitor client hardware, software, and network health across environments.
• Remotely manage and update servers, hypervisors, and workstations.
• Create new monitoring methods to improve proactive support and reduce downtime.
• Respond to alerts and triage issues before they impact client operations.
• Maintain documentation for client systems and procedures.
• Serve as the Tier 2/3 escalation point for front-line help desk engineers.
• Provide remote technical assistance for complex hardware or software problems.
• Troubleshoot across Windows Server, AD, Microsoft 365, networking, and business apps.
• Collaborate with the team to ensure timely resolution and clear communication on escalated issues.

Skills

IT support

Windows Server

Active Directory

Hyper-V

VMware

Microsoft 365

Communication skills

Education

CompTIA Network+

Security+

Microsoft certifications

Tools

RMM platforms

PSA tools

Firewalls

Backup & DR

Endpoint protection

Intune / Entra ID

Job description

PJ Networks LLC is seeking an experienced Help Desk Engineer to join our support team as a Tier 2/3 escalation point. You will remotely monitor, manage, and support client infrastructure across multiple environments, serving as the go-to resource for complex issues.

You will work with our help desk, field engineers, and dispatch to deliver fast, knowledgeable service, develop proactive monitoring, and improve security policies.