IT Support Engineer (MSP)

ROLE OVERVIEW

The IT Support Engineer is responsible for providing technical support and service delivery across multiple client environments. Engineers in this role handle a combination of help desk and support requests, service and change requests, infrastructure troubleshooting, and project implementations. This is a hybrid position. You will support clients remotely from our office and travel onsite when needed for deployments, escalations, and infrastructure work. The ideal candidate takes full ownership of issues, communicates clearly with clients, and doesn't let tickets go cold.

PRIMARY FUNCTIONS

Technical Support Diagnose and resolve escalated support issues across multiple client environments Troubleshoot workstation, server, networking, and cloud-related issues Provide remote and on-site technical support as needed Support Microsoft 365 environments, Azure, and cloud-based services Troubleshoot VPN access, network connectivity, and endpoint security issues Deliver a friendly, quick, and helpful client experience on every interaction Service Requests & Infrastructure Deploy and configure workstations, hardware, and business applications Assist with infrastructure upgrades and technology improvements Implement endpoint security, backup, and monitoring solutions Support identity and access management systems Assist with system migrations and infrastructure project deliverables Ticketing & Documentation Use our ticketing system (Autotask) to manage and record all work Maintain accurate ticket notes and update clients throughout the resolution process Ensure tickets are never stale or left unattended Keep client documentation well-maintained and up-to-date Contribute to internal knowledge base and process documentation Follow service delivery processes and operational standards Proactive Monitoring & Maintenance Respond to system monitoring alerts and notifications Perform proactive maintenance and system health checks Identify recurring issues and recommend long-term solutions Communication & Teamwork Communicate ticket status and any changes or outages to clients every step of the way Participate in daily team huddles and planning Follow the schedule provided by the Service Coordinator and Service Manager Follow Standard Operating Procedures (SOPs) for recurring tasks Maintain a security-first mindset and flag potential risks to the team Identify opportunities for improvement and bring constructive suggestions to the team Participate in the on-call support rotation as required

TECHNOLOGIES YOU'LL WORK WITH

Microsoft 365 (Exchange Online, Teams, SharePoint, Intune) Azure / Entra ID (Azure AD, Conditional Access, SSO) Windows Server environments Networking fundamentals — VPN, routing, switching, firewalls Endpoint security platforms VoIP and communication systems Virtualization platforms Backup and disaster recovery solutions

COMPETENCIES

Advanced understanding of operating systems, business applications, and network systems Strong interpersonal and communication skills — telephony, active listening, customer care Solid diagnostic and troubleshooting skills across multiple technology types Ability to multi-task and adapt quickly in a fast-paced environment Self-motivated with the ability to work independently and as part of a team Understanding of support tools, techniques, and service delivery best practices Valid driver's license and access to a reliable vehicle required

EXPERIENCE REQUIREMENTS

Minimum 3 years of professional IT support experience Experience supporting business environments and end users Ability to troubleshoot across multiple technologies simultaneously MSP experience strongly preferred

EDUCATION & CERTIFICATIONS

Associate's degree or higher in Computer Science or related field encouraged, not required At least one active professional certification in the IT field required Must be able to obtain ITIL Foundations certification within 180 days of hire