L1 Support Engineer

We are seeking a skilled and customer-oriented MSP Support Agent (IT Support Engineer) to join our Managed Services team. The successful candidate will have practical experience working within a Managed Service Provider (MSP) environment and will be responsible for delivering technical support, troubleshooting a variety of IT issues, and managing systems across multiple client networks. This role requires strong problem-solving skills, the ability to work independently, and a commitment to providing excellent customer service.

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.
- Administer Active Directory, including managing user accounts, permissions, and Group Policies.
- Support Microsoft 365 services such as Exchange, Teams, SharePoint, and OneDrive.
- Perform patch management, monitor backups, and conduct security audits to ensure system integrity.
- Manage Azure administration tasks including web applications, databases, user creation, and role/permission assignments.
- Provide support and troubleshooting for VoIP systems including Horizon, Gamma, and Webex.
- Document technical solutions thoroughly and maintain accurate records within the ticketing system.
- Escalate complex technical issues to senior engineers when necessary.
- Maintain clear communication and deliver exceptional customer service to clients.

Required Qualifications

- 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.
- Experience with Azure administration and related cloud services.
- Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and network troubleshooting.
- Proficiency with RMM tools such as Action1, N-Able, or Datto.
- Familiarity with ticketing systems and PSA tools for efficient service management.
- Experience with backup solutions, security tools including Endpoint Detection and Response (EDR), VoIP systems (Horizon, Gamma, Webex), and firewall management (WatchGuard, SonicWall, Meraki).

Preferred Qualifications and Benefits

While not explicitly listed, candidates with additional certifications in Microsoft technologies, Azure, or networking will be highly regarded. The role offers the opportunity to work in a dynamic MSP environment supporting diverse client infrastructures, providing valuable experience and career growth within IT support and managed services.

This position demands a proactive approach, excellent communication skills, and the ability to manage multiple client environments effectively. If you are passionate about delivering high-quality IT support and enjoy working in a fast-paced MSP setting, we encourage you to apply.