
Lead Support Engineer (L4)
Hudson Valley IT Services, LLCâ˘lower-silesian
đ° Wynagrodzenie
25000 - 32000 PLN/msc
Oryginalnie: 25000 - 32000 PLN/msc
đ Informacje
đ Wymagane technologie
đ Wymagane jÄzyki
â Must have
- â˘Apple Mobile Devices
- â˘Firewalls
- â˘Android Mobile Devices
- â˘Routers
- â˘MS Office Applications
- â˘Office 365 Experience
- â˘Switches
- â˘Helpdesk Experience with Fluent English
- â˘Security
- â˘Cybersecurity
- â˘Azure
⨠Nice to have
- â˘Linux
- â˘Powershell
- â˘Microsoft Azure
đ Opis gĹĂłwny / WstÄp
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.
Weâre 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 14:00â23:00 CEST (CET in winter).
- Overtime: 1.5Ă rate for preâapproved hours worked on Polish bank holidays and for hours above 40 per week.
- Onâcall: Billable per policy when engaged.
- Working environment: established MSP workflows, U.S. client base, strong documentation culture and peer support.
Codzienne zadania
- Final escalation ownership. Take over incidents not resolved by Tier 1/2/3, restore service, and communicate clearly with stakeholders.
- 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.
- Design & implementation. Plan and execute secure, reliable changes to systems, networks, and cloud services with proper validation and change control.
- Mentorship. Coach Tier 2/3 engineers, share patterns and checklists, and raise firstâtimeâfix and SLA performance.
- Vendor/thirdâparty coordination. Work with ISPs, software providers, and other partners to drive multiâparty resolution and RCAs.
- Proactive operations. Monitor health and review telemetry to prevent incidents; reduce repeat issues with automation and problem management.
- Project delivery. Contribute to migrations, upgrades, integrations, and security enhancements with clear plans, runbooks, and rollback paths.
- Documentation. Create and maintain accurate, actionable SOPs and runbooks.
- Security leadership. Implement and uphold cybersecurity best practices (least privilege, MFA, patching, backup/DR readiness, vulnerability remediation).
- Afterâhours. Participate in structured escalation when needed (compensated per policy).
MustâHave
- Experience â 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 â Windows Server (2016/2019/2022), Active Directory, Group Policy; Entra ID (Azure AD), Exchange Online, Conditional Access and MFA; working Intune device management.
- Networking â DNS, DHCP, VLANs, switching/routing; VPNs (IPsec/OpenVPN/WireGuard); handsâon with UniFi and/or MikroTik.
- Virtualization & BCDR â HyperâV and/or VMware; Datto BCDR operations (verification, restores, virtualization, DR drills).
- Security â EDR/AV operations, email security gateways (Barracuda or similar), log monitoring automation, and strong change control discipline.
- Tooling & automation â Daily use of Kaseya VSA or Datto RMM, ConnectWise Manage, and IT Glue; strong PowerShell and Python scripting for diagnostics and automation.
- AI proficiency â Working knowledge of AI tools (Copilot, Claude, Gemini) for productivity and problem-solving; ability to leverage AI in technical workflows.
- Communication & schedule â English C1âC2, concise clientâfacing communication; reliable coverage 14:00â23:00 CEST (CET in winter); documentation and SLA accountability.
- Professionalism â Professional references; background check may be required.
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