Support Engineer II

ANP Advanced Network Products, Inc: A Coretelligent Company

. Serve as an escalation point for Remote Support Engineers and provide advanced troubleshooting across client environments .

Posted 10/9/2026full-timeRemote • United StatesMid-LevelSenior💰 $65,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced troubleshooting capabilities across Microsoft technologies, networking, and endpoint support while maintaining high-quality service delivery in a fast-paced environment. Proven ability to mentor junior engineers and contribute to knowledge base development and operational improvements.

Highest-signal resume keywords

Microsoft 365 SupportTroubleshooting SkillsNetworking ExpertiseService Desk ExperienceDocumentation Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft TeamsExchange OnlineMicrosoft Entra IDDNSDHCPVPNEndpoint SupportEnterprise ApplicationsBackup/Recovery OperationsClient Incident Management

Soft Skills

Strong Communication SkillsAccountabilityCustomer AdvocacyProblem-Solving SkillsMentoring

Tools & Technologies

Ticketing SystemsKnowledge Base ToolsCollaboration ToolsRemote Support Tools

Industry Keywords

IT SupportMSP EnvironmentService Delivery MetricsClient-Focused SupportOperational Documentation

Tech Stack

Tools & technologies

DNSFirewalls

About the role

Key responsibilities & impact

Serve as an escalation point for Remote Support Engineers and provide advanced troubleshooting across client environments
Respond to client incidents and service requests via phone, ticketing systems, and other support channels
Troubleshoot and resolve issues involving Microsoft 365, Teams, Exchange Online, Microsoft Entra ID, networking, VPNs, DNS, DHCP, enterprise applications, business systems, workstations, peripherals, printers, mobile devices, endpoint hardware, and backup/recovery operations
Coordinate vendor escalations and third-party support engagements
Maintain accurate ticket documentation, troubleshooting notes, and client communications throughout the incident lifecycle
Provide timely updates to clients and internal stakeholders regarding issue status and resolution progress
Support file restoration, network access, messaging, application, and infrastructure-related requests
Assist with knowledge base development, documentation improvements, and operational process enhancements
Mentor and guide junior engineers as needed
Maintain or exceed service delivery metrics, response times, and quality standards
Contribute to a collaborative, client-focused support environment prioritizing accountability and continuous improvement

Requirements

What you’ll need

3+ years of experience supporting end users, systems, and infrastructure within an IT support, service desk, or MSP environment
Strong troubleshooting skills across Microsoft technologies, networking, endpoint support, and enterprise applications
Experience supporting Microsoft 365, Teams, Exchange Online, and Microsoft Entra ID environments
Familiarity with firewalls, VPNs, DNS, DHCP, wireless networking, and connectivity troubleshooting
Ability to manage multiple priorities and maintain high-quality service in a fast-paced environment
Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users
Demonstrated ownership, accountability, and customer advocacy throughout the support process
Experience documenting troubleshooting steps, creating knowledge articles, and maintaining operational documentation
Ability to follow established processes while exercising sound judgment and problem-solving skills
MSP experience strongly preferred
Commitment to delivering a white-glove client experience and serving as a trusted technical resource

Benefits

Comp & perks

Health, Dental, & Vision
Flexible Spending Account (FSA)
401k
Health Reimbursement Account (HRA)
Health Savings Account (HSA)
Life Insurance
Disability Insurance
Paid Parental Leave
Holiday Pay
Flexible Vacation & Sick Days
Observed company holidays, including a day off on your birthday
Spot bonuses for demonstrated excellence
Community and social events
Learning and development
Flexible working life
$100 well-being allowance
Other health & wellness perks
Additional bonus or incentive opportunities based on position level and company plans