MSP IT Support Engineer

We are seeking experienced IT Support Engineers with strong backgrounds in Managed Service Provider (MSP) environments. The ideal candidates will have 3–5 years of hands-on experience supporting MSP clients across various domains including Microsoft 365 administration, OS support, and cloud services, Private cloud Virtualization. Candidates should have a deep understanding of MSP tools and be well-versed in resolving a wide range of technical issues in both Windows and Linux environments.

Key Responsibilities:

• Provide L1/L2/L3 technical support to MSP clients remotely during the EST shift
• Troubleshoot and resolve issues related to:
  • Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
  • Strong knowledge of Windows Server, Active Directory, DNS/DHCP, Group Policy.
  • Windows and Linux operating systems (user profile issues, boot failures, services, etc.)
  • Endpoint protection and security tools (e.g., ThreatLocker, Microsoft Defender)
  • Network connectivity, DNS/DHCP issues, VPN access, and firewall rules
  • Authentication and access control (MFA, SSO, Azure AD)
• Perform user and license management through Microsoft 365 Admin Center and Azure AD
• Proficiency with remote monitoring and management tools (e.g., N-able, Datto, Kaseya, NinjaOne).Document all technical procedures and solutions in IT Glue or equivalent documentation platforms
• Manage tickets via tools like HaloPSA, ServiceDesk, or other MSP ticketing systems
• Work with backup and disaster recovery tools as needed
• Coordinate with senior engineers or vendors for complex escalations
• Support client-side hardware/software installations and remote troubleshooting
• Perform regular maintenance tasks and patch management
• Enforce security policies and configuration compliance across user endpoints

• Prior experience supporting MSP clients is mandatory
• Strong experience in:
  • Microsoft 365 Admin Center
  • Windows & Linux operating systems
  • MSP Documentation Tools (e.g., IT Glue)
  • Remote Monitoring and Management (RMM) Tools (e.g., NinjaOne, Kaseya, ConnectWise Automate)
  • Network issues (firewall, VPN, routing, DNS, DHCP, LAN/WAN)
  • Ticketing Systems (e.g., HaloPSA, Freshdesk, ServiceNow)
  • Authentication Tools (e.g., Microsoft/Google Authenticators, DUO)
  • understanding of firewalls (e.g., SonicWall, Fortinet, Cisco), VPNs, and LAN/WAN configurations.
  • Basic scripting or automation skills (PowerShell preferred)
  • Security Tools (e.g., ThreatLocker, Microsoft Sentinel, Microsoft Defender for Endpoint)
  • Virtualization technologies including VMware vSphere/ESXi and Microsoft Hyper-V
• Understanding of:
  • Basic cloud services (Azure/AWS)
  • Endpoint troubleshooting
  • Print, file sharing, and group policy troubleshooting
  • Email flow analysis and spam filter troubleshooting

• RMM Tools: NinjaOne, Kaseya, ConnectWise Automate
• Ticketing Systems: HaloPSA, Freshservice, Freshdesk, Zendesk
• Documentation: IT Glue, Confluence
• Admin Portals: Microsoft 365 Admin Center, Azure AD
• Security Tools: ThreatLocker, Microsoft Defender, Microsoft Sentinel, DUO MFA
• Other Tools: TeamViewer, AnyDesk, Remote Desktop, PDQ Deploy, Bitdefender, SentinelOne, N-able, Acronis, Veeam

• Strong communication and client interaction skills
• Proactive and ownership-driven mindset
• Ability to multitask and handle multiple clients/tickets
• Excellent documentation habits and organizational skills
• Strong team player with a willingness to learn and grow