Must have

• Apple Mobile Devices

• Firewalls

• Android Mobile Devices

• Routers

• MS Office Applications

• Office 365 Experience

• Switches

• Helpdesk Experience with Fluent English

• Security

• Cybersecurity

• Azure

• English (Fluent)

Nice to have

• Linux

• Powershell

• Microsoft Azure

Requirements description

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+).

Offer description

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.

Your responsibilities

1. Final escalation ownership. Take over incidents not resolved by Tier 1/2/3, restore service, and communicate clearly with stakeholders.
2. 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.
3. Design & implementation. Plan and execute secure, reliable changes to systems, networks, and cloud services with proper validation and change control.
4. Mentorship. Coach Tier 2/3 engineers, share patterns and checklists, and raise first‑time‑fix and SLA performance.
5. Vendor/third‑party coordination. Work with ISPs, software providers, and other partners to drive multi‑party resolution and RCAs.
6. Proactive operations. Monitor health and review telemetry to prevent incidents; reduce repeat issues with automation and problem management.

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