Posted Aug 04, 2026 37 views
We are looking for a skilled and customer-focused MSP Support Agent (IT Support Engineer) to join our Managed Services team. The ideal candidate will have hands-on experience within a Managed Service Provider (MSP) environment and will be responsible for delivering technical support, troubleshooting diverse IT issues, and managing IT systems across multiple client locations. This role demands strong technical knowledge, excellent communication skills, and the ability to thrive in a fast-paced, client-oriented setting.
Key Responsibilities
Provide Level 2 and Level 3 technical support to MSP clients, resolving a broad range of IT challenges. Troubleshoot issues related to Windows operating systems, Microsoft 365 applications, networking, and endpoint devices. Monitor and manage client systems using Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools. Respond promptly to service desk tickets, phone inquiries, and remote support requests. Install, configure, and maintain workstations, servers, and network hardware. Manage Active Directory, including user account administration, permissions, and Group Policy management. Support Microsoft 365 services such as Exchange, Teams, SharePoint, and OneDrive. Perform patch management, monitor backups, and conduct security checks to maintain system integrity. Administer Azure environments, including web applications, databases, user creation, and role/permission assignments. Provide support and troubleshooting for VoIP systems, including Horizon, Gamma, and Webex platforms. Document solutions thoroughly and maintain accurate records within ticketing systems. Escalate complex technical issues to senior engineers when necessary. Maintain clear, professional communication and deliver excellent customer service to clients.
Required Qualifications
A minimum of 2 years’ experience working in a Managed Service Provider (MSP) environment is preferred. Strong knowledge of Windows 10/11, Windows Server, Microsoft 365/Office 365, and Active Directory management is essential. Experience with Azure administration, including managing web apps, databases, and user roles, is required. A solid understanding of networking fundamentals such as TCP/IP, DNS, DHCP, VPNs, and network troubleshooting is necessary. Proficiency with RMM tools such as Action1, N-Able, or Datto is expected. Experience using ticketing systems and PSA tools to manage support workflows is important. Familiarity with backup solutions, security tools including Endpoint Detection and Response (EDR), and VoIP systems like Horizon, Gamma, and Webex is required. Knowledge of firewall technologies including WatchGuard, SonicWall, and Meraki is also necessary.
Preferred Qualifications and Benefits
Candidates with strong analytical and problem-solving skills who can diagnose and resolve technical issues efficiently will excel in this role. Excellent customer service orientation and the ability to communicate clearly and professionally are highly valued. The ability to manage and prioritize multiple support tickets in a dynamic environment is important. Strong documentation and organizational skills to maintain accurate records and knowledge bases are essential. Being a collaborative team player who works effectively within a technical support team will contribute to success. This position offers the opportunity to work in a dynamic MSP environment, supporting diverse client infrastructures and expanding technical expertise across multiple platforms and technologies. Motivated IT professionals with a passion for customer service and technical excellence are encouraged to apply.
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Folio Software
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