Technical Support Specialist

Trigent Software Inc; Boston (MA); Remote; USD 75,000 - 95,000; Full time

Job summary

A leading IT Managed Service Provider seeks a Level 2 After-Hours Engineer to deliver high-quality remote technical support during overnight shifts. Candidates should have over 3 years of experience in multi-tenant environments, strong technical skills, and a solid understanding of compliance in regulated industries. Responsibilities include monitoring infrastructure, resolving escalated tickets, and executing scheduled maintenance tasks. A competitive salary and the opportunity to work in dynamic environments are offered.

Qualifications

• 3+ years of experience in an MSP or multi-tenant IT support environment.
• Experience with backup solutions and RMM tools.
• Comfortable working in highly regulated environments.

Responsibilities

• Provide remote IT support across various operating systems.
• Respond to tickets escalated from Level 1 support.
• Monitor infrastructure via RMM and NOC tools.

Skills

Technical skills with Microsoft 365

Experience with Windows Server

Active Directory knowledge

Networking skills

Remote desktop tools familiarity

Excellent communication skills

Tools

ServiceNow

ConnectWise

Backup solutions (Datto, Veeam)

RMM tools (Ninja, N-central)

Job description

Remote - Eastern time

We are seeking a Level 2 After-Hours Engineer to join our growing team at a leading IT Managed Service Provider. This position is responsible for providing high-quality, remote technical support and proactive monitoring services during after-hours operations. The ideal candidate will be self-motivated, technically skilled, and experienced in working independently to support clients in high-stakes environments, particularly within the Financial Services and Biotechnology sectors.

Key Responsibilities:

• Provide remote IT support for desktops, servers, network devices, and cloud platforms across Windows, macOS, and Linux environments.
• Respond to and resolve tickets escalated from Level 1 support, including advanced troubleshooting and root cause analysis.
• Monitor infrastructure and client environments via RMM and NOC tools; triage and respond to alerts per SLA.
• Execute scheduled after-hours tasks such as server patching, backups, system checks, and maintenance.
• Document all work clearly and thoroughly in the ticketing system (ServiceNow, ConnectWise, etc.).
• Coordinate with on-call engineers or escalate high-impact incidents as needed.
• Maintain a strong awareness of service-level commitments and ensure compliance with client-specific requirements, particularly in regulated industries.
• Follow established runbooks, SOPs, and security policies, especially those relevant to financial and biotech compliance standards (e.g., SEC, FINRA, HIPAA, GxP).
• Participate in hand-off meetings and provide detailed end-of-shift reports.

Required Skills & Qualifications:

• 3+ years of experience in an MSP or multi-tenant IT support environment.
• Strong technical skills with Microsoft 365, Windows Server, Active Directory, networking, and remote desktop tools.
• Experience with backup solutions (Datto, Veeam), RMM tools (Ninja, N-central, or similar), and ticketing systems.
• Ability to independently troubleshoot networking issues (DNS, DHCP, VPN, firewalls).
• Familiarity with monitoring and alerting systems such as PRTG, LogicMonitor, or similar.
• Comfortable working in highly regulated environments, with knowledge of compliance frameworks such as HIPAA, SOX, or GxP.
• Excellent written and verbal communication skills.
• Proven ability to work effectively during overnight shifts with limited supervision.

Nice to Have:

• Certifications such as CompTIA Network+, Microsoft MCP/MCSA, or equivalent.
• Experience supporting users in financial trading or biotech R&D environments.
• Familiarity with cybersecurity best practices and incident response.