IT Support Engineer

We are seeking a skilled and customer-focused MSP Support Agent (IT Support Engineer) to join our Managed Services team. The successful candidate will have hands-on experience working within a Managed Service Provider (MSP) environment and will be responsible for delivering technical support, troubleshooting complex issues, and managing IT systems across various client environments. This role requires a proactive approach to problem-solving and excellent communication skills to ensure outstanding service delivery.

Key Responsibilities:
Provide Level 2 and Level 3 technical support to MSP clients, addressing a wide range of IT issues. Troubleshoot problems 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, backup monitoring, and conduct regular security checks. Administer Azure environments, including web applications, databases, user provisioning, and role-based access control. Provide support and troubleshooting for VoIP systems including Horizon, Gamma, and Webex. Document all solutions thoroughly and maintain accurate ticket notes. Escalate complex technical issues to senior engineers when necessary. Maintain clear and professional communication with clients, ensuring a high level of customer satisfaction.

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 is essential. Experience with Azure administration is required. A solid understanding of networking fundamentals such as TCP/IP, DNS, DHCP, VPN, and network troubleshooting is necessary. Proficiency with RMM tools (e.g., Action1, N-Able, Datto) and ticketing/PSA systems is expected. Familiarity with backup solutions, security tools including Endpoint Detection and Response (EDR), VoIP systems (Horizon, Gamma, Webex), and firewall technologies (WatchGuard, SonicWall, Meraki) is important.

Preferred Qualifications and Benefits:
Strong problem-solving and troubleshooting abilities are critical for success in this role. An excellent customer service mindset and the ability to manage and prioritize multiple support tickets efficiently are highly valued. Candidates should demonstrate strong documentation and organizational skills, along with the ability to work collaboratively within a team environment. This position offers the opportunity to work with diverse technologies and clients, providing valuable experience in a dynamic MSP setting.

This role is ideal for IT professionals looking to advance their careers by working in a fast-paced, client-focused MSP environment where technical expertise and customer service excellence are equally important.