居家办公 IT Support Engineer (Remote) 工作, 薪水, Dual Path Connected Solutions 公司招聘中 - Ricebowl

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