MSP Support Engineer

Coeus Consulting is seeking an experienced and motivated Service Desk Engineer to provide exceptional and responsive technical support to our clients. We are a fast-growing Managed Service Provider offering Information Technology solutions to public and private sectors across the Southwest You must possess a minimum of five years experience working on a service desk at a Managed Services Provider catering to the SMB market to be considered for this position. We will give preference to candidates that have at least two of those years being in an escalations (tier 2/3) capacity. Additionally, any candidate that has not held a position with one employer for more than two years out of the past five years will not be reviewed. You'll be providing on-site and off-site troubleshooting, systems administration, and general support for our customers, working in the frontlines to ensure that we're providing high quality service.

Your responsibilities will include:

Assisting end users with troubleshooting IT issues Troubleshooting monitoring alerts and other system outages Creating and maintaining accurate documentation of systems, processes, and client interactions Assisting in administration of on-prem/cloud systems What Do We Need? Solid troubleshooting and critical thinking skills! A customer-first mindset, with the ability to communicate clearly, professionally, and empathetically with end users of varying technical skill levels. Strong written and verbal communication skills, especially when explaining technical issues to non-technical users. An interest in using AI tools to work more effectively and assist with troubleshooting, documentation, and efficiency. An understanding that clear documentation and accurate ticket notes are part of delivering good customer service, not just administrative tasks. Experience troubleshooting Microsoft cloud services including Exchange, Entra (Azure) AD, Purview, and Intune/Autopilot. Experience troubleshooting common business applications such as the Microsoft Office suite, Onedrive, and Teams. Experience troubleshooting the Windows Operating System in a business environment Good understanding of security concepts and products Good understanding of networking concepts Good understanding of PC, laptop, network, and server hardware What Would We Appreciate? It would be great if you have a familiarity with any of these: Troubleshooting experience with spam filtering solutions such as Barracuda Experience with remote connectivity applications including VPN and RDP Experience troubleshooting firewall issues with Meraki, Fortigate, or similar products Experience administering Cisco Duo MFA and Cisco Umbrella Experience troubleshooting switch & WiFI issues in Meraki or Aruba environments Experience with scripting in Powershell Experience troubleshooting Windows Server and its bundled technologies Experience creating and updating Visio diagrams for network/server documentation Working knowledge of Autotask and Datto RMM A continuous-improvement mindset, including learning from past tickets, feedback, and evolving best practices.

Job Type:

Full-time Pay:

$60,000.00 - $85,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Schedule:

8 hour shift Application Question(s): Have you held a position at one company for at least two of the past five years?

Experience:

MSP (Managed Services Provider)

Service Desk:

5 years (Required)

Work Location:

In person