Lead Support Engineer (L4) @ Hudson Valley IT Services, LLC Remote

Lead Support Engineer (L4) @ Hudson Valley IT Services, LLC

Remote

Must‑Have

• Experience — 10+ years in Microsoft/Windows environments, with 3+ years as the final escalation (L3/L4) in an MSP or enterprise setting. Consistent record of stabilizing P1/P2 incidents within SLA, and delivering clear Root Cause Analysis (RCA).
• Microsoft & identity — Windows Server (2016/2019/2022), Active Directory, Group Policy; Entra ID (Azure AD), Exchange Online, Conditional Access and MFA; working Intune device management.
• Networking — DNS, DHCP, VLANs, switching/routing; VPNs (IPsec/OpenVPN/WireGuard); hands‑on with UniFi and/or MikroTik.
• Virtualization & BCDR — Hyper‑V and/or VMware; Datto BCDR operations (verification, restores, virtualization, DR drills).
• Security — EDR/AV operations, email security gateways (Barracuda or similar), log monitoring automation, and strong change control discipline.
• Tooling & automation — Daily use of Kaseya VSA or Datto RMM, ConnectWise Manage, and IT Glue; strong PowerShell for diagnostics and light automation.
• Communication & schedule — English C1–C2, concise client‑facing communication; reliable coverage 14:00–23:00 CEST (CET in winter); documentation and SLA accountability.
• Professionalism — Professional references; background check may be required.

Nice to Have

• Advanced Intune/Autopilot and Azure networking; Microsoft Defender stack/Sentinel exposure.
• Fortinet/Meraki; DNS filtering; DHCP failover; macOS/Linux familiarity.
• Scripting beyond PowerShell (e.g., Python) and relevant certifications (Microsoft/Azure, Cisco, Security+).

About Hudson Valley IT Services, LLC

Hudson Valley IT Services, LLC is a U.S.-based Managed Services Provider delivering comprehensive IT support, cybersecurity, and infrastructure solutions to business clients throughout New York, New Jersey, and Pennsylvania. We combine U.S.-based onsite capabilities with a highly skilled international remote team. Our client portfolio spans healthcare, manufacturing, local government, and professional services, supported by advanced monitoring and management, layered security, business continuity, Microsoft 365/Azure, and compliance services.

We’re seeking an experienced Level 4 Lead Remote Support Engineer to join our Polish remote team, providing expert technical support to a U.S.-based client base. You will work within a structured escalation path, resolving advanced technical issues, mentoring junior staff, and contributing to infrastructure projects.

You will:

• Operate both independently and collaboratively within our escalation framework.
• Apply deep knowledge of systems, networking, cloud services, and security to resolve advanced incidents.
• Communicate clearly and professionally in native-level English with both technical and non-technical audiences.
  
• Thrive in a fast-paced, service-focused environment.

Professional references may be requested and a background check may be required.

• Contract: B2B (Poland), fully remote; predictable shift 14:00–23:00 CEST (CET in winter).
• Overtime: 1.5× rate for pre‑approved hours worked on Polish bank holidays and for hours above 40 per week.
• On‑call: Billable per policy when engaged.
• Working environment: established MSP workflows, U.S. client base, strong documentation culture and peer support.

,[Final escalation ownership. Take over incidents not resolved by Tier 1/2/3, restore service, and communicate clearly with stakeholders., Advanced troubleshooting. Diagnose and resolve complex issues across core services (identity, messaging, endpoints), infrastructure (compute, storage, virtualization), and networks (LAN/WAN/VPN) using logs, metrics, and traces., Design & implementation. Plan and execute secure, reliable changes to systems, networks, and cloud services with proper validation and change control., Mentorship. Coach Tier 2/3 engineers, share patterns and checklists, and raise first‑time‑fix and SLA performance., Vendor/third‑party coordination. Work with ISPs, software providers, and other partners to drive multi‑party resolution and RCAs., Proactive operations. Monitor health and review telemetry to prevent incidents; reduce repeat issues with automation and problem management., Project delivery. Contribute to migrations, upgrades, integrations, and security enhancements with clear plans, runbooks, and rollback paths., Documentation. Create and maintain accurate, actionable SOPs and runbooks., Security leadership. Implement and uphold cybersecurity best practices (least privilege, MFA, patching, backup/DR readiness, vulnerability remediation)., After‑hours. Participate in structured escalation when needed (compensated per policy).] Requirements: Apple Mobile Devices, Firewalls, Android Mobile Devices, Routers, MS Office Applications, Office 365 Experience, Switches, Helpdesk Experience with Fluent English, Security, Cybersecurity, Azure, Linux, Powershell, Microsoft Azure Tools: Connectwise.

Kategorie

support

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