Advanced Level 1 IT Support Engineer

(Job-364)

Only resumes in English will be considered

About us :

Hired Remoteli is a leading recruitment agency that bridges top-tier talent across Latin America with exceptional opportunities in the United States. With a strong history of success and a dedication to quality, we are your reliable partner in achieving career growth. Our vast network, tailored approach, and dedicated support ensure you receive the best assistance in securing your next professional opportunity.

Location : LATAM - Remote

Schedule : Part-Time (10 : 00 AM - 2 : 00 PM, EST)

About our client :

Our client is a leading Managed IT Services company with a strong focus on cybersecurity, based in Brooklyn. Their cybersecurity-first approach ensures that businesses are safeguarded against constantly evolving digital threats, providing comprehensive IT solutions to keep operations secure and efficient.

Position Summary :

We’re seeking an Advanced Level 1 IT Support Engineer with MSP experience to provide frontline support and proactive management of client environments. You’ll work across Microsoft 365 administration, NinjaRMM patch management, and helpdesk operations, with a strong focus on responsive client communication. This role requires hands‑on troubleshooting, excellent documentation, and the ability to manage tickets and patch cycles in a fast‑paced MSP setting. You’ll also gain exposure to Intune, Purview, and Microsoft Defender to build the foundation for growth into higher‑level engineering roles.

Qualifications & Hard Skills

• Minimum 1-2 years in a “Managed Service Provider (MSP) environment” (must‑have).
• Hands‑on experience with Microsoft 365 administration (Exchange, Teams, OneDrive, licensing).
• NinjaRMM patch management experience (monitoring, patching, remediation).
• Helpdesk experience : answering calls, working tickets, remote troubleshooting. Strong troubleshooting, documentation, and client communication skills.
• Security and compliance awareness (Intune, Purview, Defender).
• Basic UniFi network support (adding APs, troubleshooting connectivity).
• Certifications : CompTIA A+, Network+, Microsoft 365 Fundamentals (MS-900)

Responsibilities

Serve as the first point of contact for client calls, tickets, and remote sessions.

Troubleshoot and resolve common IT issues (password resets, email / Teams, printing, connectivity).

Escalate complex problems with detailed notes and steps taken.

Communicate clearly and professionally with clients at all times.

Microsoft 365 Administration.

Manage user accounts, licenses, and groups in Microsoft 365.

Create and support mailboxes, shared mailboxes, and distribution lists in Exchange Online.

Provide frontline support for Teams, SharePoint, and OneDrive.

Assist with Intune device enrollment and basic compliance checks.

Patch & Endpoint Management (NinjaRMM).

Monitor workstations and servers via NinjaRMM.

Apply and manage patch cycles, remediate failed patches, and verify updates.

Respond to RMM alerts and escalate if unresolved.

Keep client asset inventories accurate in Halo PSA.

Foundational Security & Compliance Awareness.

Understand the role of Intune (device management), Purview (compliance / data protection), and Microsoft Defender (endpoint & email protection).

Recognize when alerts or incidents require escalation to Level 2.

Follow company playbooks for applying security best practices.

Main Tools to manage for this position

Microsoft Workspace : Outlook, Docs, Sheets, Slides, and Drive.

Microsoft Office : Word, Excel.

Hubstaff : Web and Desktop Apps, Hubstaff Tasks.

Teams : Meetings, Categories and Channels.

Why us?

Competitive pay in US dollars

Additional Compensation for Extra Hours

Opportunity to grow

Time-off flexibility

Don’t forget to follow us on social media as @hiredremoteli for more updates! You can also apply directly on hiredremoteli.com / jobs for this position and other opportunities.

Seniority level

Entry level

Employment type

Part-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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