IT Support Engineer (Remote)

Remote

Full Time

Mid Level

IT Support Engineer (MSP)

Location: Remote with preference for candidates based in MST or PST (may require local/occasional out-of-state travel and on-call hours).

Dual Path is an end-to-end Managed Service Provider (MSP) delivering secure, scalable, and mission-critical technology solutions for senior living and healthcare-adjacent environments. Our clients operate always-on facilities where system uptime, security, and rapid incident response directly impact resident care, staff operations, and life-safety systems.

The IT Support Engineer is a highly technical, escalation-focused role responsible for resolving complex infrastructure, security, and platform issues across multiple client environments. This role serves as a senior escalation point within the MSP support organization and requires deep technical expertise, strong incident ownership, and experience supporting regulated or care-focused environments.

Key Responsibilities

- Act as a senior escalation point for Tier 2 and Tier 3 technical issues in an MSP environment
- Lead troubleshooting and resolution of complex server, network, identity, and security incidents
- Support and administer Windows Server environments, including Active Directory, DNS, DHCP, and Group Policy
- Manage and troubleshoot Microsoft 365 service,s including Exchange Online, mail flow, and tenant security
- Administer and tune email security platforms (Proofpoint, Graphus, or similar)
- Manage identity and access management solutions such as Okta (SSO, MFA, lifecycle policies)
- Utilize Kaseya365 RMM tools for monitoring, automation, patching, and advanced endpoint remediation

- Create, maintain, and update IT knowledge base (KB) articles to document procedures, troubleshooting steps, and best practices for internal teams and end users.
- Support and respond to alerts from endpoint security and EDR platforms
- Troubleshoot advanced networking issues, including VLANs, routing, firewall rules, and VPN connectivity
- Perform root cause analysis (RCA) and implement long-term corrective actions
- Document technical findings, resolutions, and standard operating procedures
- Mentor Tier 1 and Tier 2 technicians and assist with escalation guidance
- Collaborate with engineering, security, and project teams on system improvements
- Ensure systems meet uptime, security, and compliance expectations for senior living environments

On-Call & After-Hours Support

- Participate in a scheduled on-call rotation to support after-hours incidents
- Respond to critical outages, security events, and life-safety–impacting issues
- Lead incident response efforts until resolution is achieved
- Ensure proper communication, documentation, and post-incident review

Technical Focus Areas

- Windows Server & Active Directory
- Microsoft 365 / Exchange Online / Email Security
- Identity & Access Management (Okta)
- Kaseya365 RMM, automation, monitoring, and patching
- PSA platforms (Autotask or similar)
- Networking: TCP/IP, VLANs, DNS, DHCP, VPNs, firewalls
- Endpoint Security & EDR platforms
- Incident response and problem management

Qualifications

- 5+ years of IT experience with significant MSP background required
- Proven experience serving as a senior escalation or support engineer
- Advanced expertise in Windows Server and Microsoft 365 environments
- Strong hands-on experience with email security and EDR platforms
- Deep experience with RMM and PSA tools (Kaseya365 and Autotask preferred)
- Strong networking and firewall troubleshooting skills
- Experience supporting senior living, healthcare, or other always-on environments preferred
- Ability to manage high-impact incidents and communicate clearly under pressure
- Industry certifications (Microsoft, security, infrastructure) are a plus, but not required

All offers of employment are contingent upon successful background checks and reference checks.

Benefits

- Medical, Dental, Vision, & AD&D/Basic Life Insurance
- Flexible Spending Account (FSA)
- Paid Time Off (PTO)
- Employee Assistance Program (EAP)
- 401(k)
- Certification reimbursement for manager-approved IT certifications
- Mileage and meal reimbursement for manager-approved travel

Pay

Depending on Experience. Range: $65,000 - 75,000

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