Level 2/3 Remote Support Engineer - Ninja one & Zen Desk

Job Title: Level 2/3 Remote Support Engineer - Windows 11 Upgrade & Network Projects Contract: 6+ Months (Possible Extension) Location: 100% Remote (Occasional coordination with on-site resources required) Hours: 32 to 40 hours per week Key Responsibilities Perform Windows 10 to Windows 11 desktop upgrades across the enterprise. Support ISP cutovers and related network transitions. Handle Windows desktop/server upgrades and routine patching. Troubleshoot and resolve network issues involving Fortinet and Sophos firewalls. Perform basic Layer 2 switch work (1-2 VLANs, routing handled at firewall). Provide remote support, including guiding on-site third-party technicians or end users during troubleshooting. Document work using ZenDesk ticketing system and maintain accurate records in SharePoint and ITGlue. Collaborate with internal teams to ensure smooth project execution and knowledge sharing. Required Skills & Experience 3+ years of IT support experience (Level 2/3 or equivalent). Strong understanding of Windows OS administration (Windows 10/11, Server OS). Hands-on experience with firewall troubleshooting (Fortinet, Sophos preferred). Knowledge of network fundamentals - VLANs, switching, basic routing concepts. Experience with remote monitoring tools (NinjaOne preferred) and ticketing systems (ZenDesk or equivalent). Excellent communication skills and ability to work with remote teams and end users. Ability to work independently and manage tasks with minimal supervision. Windows/domain administration. Adding new machines to a domain, upgrading windows 10 to 11. Preferred Qualifications (Nice to Have) Relevant certifications: CompTIA Network+, Microsoft Certified (MCSA/Modern Desktop), or Fortinet NSE. Previous experience supporting hospitality or distributed enterprise environments. Scripting/automation experience for system management tasks. Apply tot his job