IT Support Engineer

We are looking for a skilled and customer-focused MSP Support Agent (IT Support Engineer) to join our Managed Services team. The ideal candidate will have hands-on experience working in a Managed Service Provider (MSP) environment and will be responsible for providing technical support, troubleshooting issues, and managing IT systems across multiple client environments.

Responsibilities:

• Provide Level 2 / Level 3 technical support to MSP clients.
• Troubleshoot issues related to Windows, Microsoft 365, networking, and endpoints.
• Monitor and manage systems using RMM and PSA tools.
• Respond to service desk tickets, phone calls, and remote support requests.
• Install, configure, and maintain workstations, servers, and network devices.
• Manage Active Directory, including user accounts, permissions, and Group Policies.
• Support Microsoft 365 services including Exchange, Teams, SharePoint, and OneDrive.
• Perform patch management, backup monitoring, and security checks.
• Provide Azure administration, including web apps, databases, user creation, and role/permission management.
• Support and troubleshoot VoIP systems such as Horizon, Gamma, and Webex.
• Document solutions and maintain accurate ticket notes.
• Escalate complex technical issues to senior engineers when required.
• Maintain clear communication and excellent customer service with clients.

Requirements:

• 2+ years of experience in a Managed Service Provider (MSP) environment (Preferred).
• Strong knowledge of Windows 10 / 11, Windows Server, Microsoft 365 / Office 365 and Active Directory
• Experience with Azure administration
• Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, Network troubleshooting & VPN
• Experience with RMM tools (e.g., Action1, N-Able, Datto).
• Experience with ticketing systems / PSA tools.
• Experience with Backup solutions, Security tools / EDR, VoIP systems (Horizon, Gamma, Webex) and Firewalls (WatchGuard, SonicWall, Meraki)

Key Competencies:

• Strong problem-solving and troubleshooting skills
• Excellent customer service mindset
• Ability to manage and prioritize multiple support tickets
• Strong documentation and organizational skills
• Ability to work collaboratively within a team