IT Support Engineer remote

Hi,

Tittle-IT Support Engineer (Tier 2 / Tier 3) Publishing Domain

Location: Remote (PST time zone required)
Work Authorization: US Citizens only
Engagement Type: Contract
Domain: Publishing / Media

Overview

We are seeking IT Support Engineers (Tier 2 and Tier 3) to provide remote technical support within a Publishing/Media environment. This role will handle escalated troubleshooting, systems support, and issue resolution across enterprise applications, infrastructure, and end-user systems supporting editorial, production, and content operations.

Tier 2 Key Responsibilities

• Provide intermediate-level technical support for hardware, software, and network issues.
• Troubleshoot and resolve escalated tickets from Tier 1 support.
• Support end-user applications relevant to publishing workflows (content management systems, digital asset management, production tools).
• Document issue resolution and maintain knowledge base articles.
• Coordinate with vendors and internal teams to resolve recurring issues.

Tier 2 Required Skills

• 4+ years of IT support experience.
• Strong troubleshooting skills across Windows/Mac OS, networking basics, and common enterprise applications.
• Experience with ticketing systems (ServiceNow, Zendesk, or similar).
• Familiarity with remote support tools.
• Strong communication skills for remote, cross-functional collaboration.

Tier 3 Key Responsibilities

• Serve as the highest level of technical escalation for complex, unresolved issues.
• Perform root cause analysis on recurring or systemic issues.
• Support systems-level troubleshooting across infrastructure, applications, and integrations relevant to publishing/content operations.
• Partner with engineering/infrastructure teams on long-term fixes and process improvements.
• Mentor Tier 1/2 support staff as needed.

Tier 3 Required Skills

• 6+ years of IT support/systems experience, with escalation or systems-level troubleshooting background.
• Strong knowledge of enterprise systems, networking, and application-level troubleshooting.
• Experience supporting publishing/media-specific platforms is a plus (CMS, DAM, editorial/production tools).
• Ability to work independently and drive resolution on complex, ambiguous issues.
• Prior experience mentoring or leading junior support staff preferred.

General Requirements (Both Tiers)

• Must be a US Citizen.
• Must be available to work Pacific Time (PST) hours remotely.
• Strong written and verbal communication skills.
• Reliable remote work setup.