Remote Support Engineer I

Founded in 2006, Coretelligent is a provider of comprehensive managed IT solutions, specializing in areas like cybersecurity, private cloud services, IT planning and strategy, and backup and disaster recovery. We cater to industries such as financial services, life sciences, technology, and professional services. The company has been recognized for its achievements, including being named to Inc. magazine’s Power Partner Awards and as AT&T Cybersecurity North American Partner of the Year for 2023. Coretelligent focuses on meeting regulatory requirements and ensuring clients' IT platforms are robust and compliant. We have a significant presence across various U.S. locations and offer co-managed IT solutions as well.

Job Overview

Coretelligent’s Remote Support Engineers (This shift is from 11am-8pm EST) utilize strong customer service skills to provide remote technical support to our dynamic client base. The Remote Support Team handles inbound and scheduled work for end users of all skill levels. Providing break-fix and end-user educational support for Workstations, Office & GSuite, Standard and Line of Business Applications, Peripherals and Hardware, Connectivity, Stability, as well as accessories such as Printers, Hotspots, Mobiles, Tablets, and Phones.  

Key Responsibilities:

• Receive and respond to inbound incident requests from Clients and External users via phone and ticketing system
• Perform a variety of technical tasks to complete requested work or remediate incidents, including but not limited to:
• Microsoft 365 and Active Directory administration (email groups, establishing connections, security groups, permissions, onboarding/offboarding)
• Basic wireless network and VPN troubleshooting
• Basic virtual desktop troubleshooting via vSphere and/or VMware Horizon
• Provide regular and timely updates to all parties (internal and external) on the incident statuses of all assigned work
• Maintains detailed documentation, notes, and steps pending or completed on all support tickets
• Maintain or exceed departmental minimum standards and metrics
• Perform triaging and troubleshooting of incident volume to resolve incidents
• Work under general supervision
• Aid higher-tier engineering staff with problem research and documentation

Required Skills and Qualifications:

• 2+ years of related work experience
• Ability to effectively multi-task and work in a fast-paced environment while producing high-quality results
• Exceptional interpersonal skills, positive attitude, and professional demeanor
• Exceptional Customer Service skills including ownership, advocacy, vigilance, and accountability
• Ability to follow and adhere to a defined process 
• Excellent communication skills, both written and verbal
• Must be customer-focused and able/willing to provide “white glove” service

Salary Range for this position (depending upon experience): 

$50,000 - $55,000

This range reflects the minimum and maximum targets for new hires across all US locations (with the exception of MA, NY, and CA). Within the range, individual pay is determined by job-related skills, experience, work location, and relevant education or training.

What you’ll love about Coretelligent:

We take Coretelligent culture very seriously! As a company, we constantly think of ways to give back to our valued employees through company engagement. We offer a competitive salary, amazing benefits, a great vacation package, a healthy work-life balance, and opportunities to grow your career from within!  

Benefits: 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.

Perks: Thirteen holidays, including a day off on your birthday, flexible vacation, monthly rewards, spot bonuses for demonstrated excellence, community and social events, learning and development, flexible working life, $100 standup desk allowance, and other health & wellness perks.

Equal Opportunity and Accessibility Commitment.

• Coretelligent is an Equal Opportunity employer committed to diversity, equity, and inclusion. We welcome qualified applicants of all races, ethnicities, religions, ages, sexual orientations, gender identities, socioeconomic statuses, and more, focusing on creating an inclusive workplace. At Coretelligent, diversity is valued beyond compliance, ensuring that every team member feels valued, respected, and supported. We strive to create a work environment where everyone can thrive and be their authentic selves.

• We extend our dedication to accessibility and inclusivity to our remote workforce. In alignment with the Americans with Disabilities Act (ADA), we are committed to providing reasonable accommodations to enable individuals with disabilities to effectively perform their job duties in a remote setting. Applicants needing accommodations for the application or interview process are encouraged to reach out to [insert appropriate contact] for necessary arrangements.

E-Verify www.dhs.gov/E-Verify     

For information about the right to work, click here for English or here for Spanish.

E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce. 

As Coretelligent is a remote company hiring candidates, our perks and benefits packages may adjust based on your location. Direct applicants only; no recruitment agencies or third-party recruiters, please.