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 and the ability to maintain excellent communication with clients while ensuring smooth IT operations.

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, monitor backups, and conduct security audits to ensure system integrity.
- Provide Azure administration, including managing web applications, databases, user accounts, and role-based access controls.
- Support and troubleshoot VoIP systems including Horizon, Gamma, and Webex.
- Document technical solutions clearly 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

- 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, including user and role management.
- Solid understanding of networking fundamentals such as 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 to manage client requests and workflows.
- Experience working with backup solutions, security tools including Endpoint Detection and Response (EDR), VoIP systems (Horizon, Gamma, Webex), and firewalls such as WatchGuard, SonicWall, and Meraki.

This role offers the opportunity to work in a dynamic MSP environment, supporting a diverse client base and expanding your technical expertise across multiple platforms and technologies. If you are a proactive IT professional with a passion for delivering high-quality support and maintaining client satisfaction, we encourage you to apply.