IT Support Engineer (Remote)

IT Support Engineer (MSP) Location: Remote with preference for candidates based in EST (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