IT Support Engineer (Remote)

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

About the role

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.

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 services, 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

Requirements

• 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