Dedicated Onsite IT Support Engineer (Tier 1/2) - MSP

The Dedicated Onsite IT Support Engineer will work primarily onsite at a customer location providing Tier 1 and Tier 2 technical support, user assistance, troubleshooting, and coordination with the broader Artemis IT Service Desk, NOC, and Projects teams.

This role requires a strong customer service mindset, professionalism, technical troubleshooting capability, and the ability to operate independently while maintaining close communication with Artemis leadership and support teams.

The engineer will assist end users with desktops, laptops, printers, Microsoft 365, conference room systems, networking issues, and general IT support needs while also helping coordinate escalated issues involving servers, firewalls, cloud systems, and infrastructure platforms.

This role serves as an important relationship extension of Artemis IT within the customer environment.

Responsibilities

• Provide onsite Tier 1 and Tier 2 technical support for end users
• Troubleshoot and resolve desktop, laptop, printer, mobile device, Microsoft 365, and general connectivity issues
• Coordinate escalated technical issues with Artemis Service Desk, NOC, Projects, and senior engineering resources
• Maintain ownership of assigned issues through final resolution
• Support conference room technology and onsite meeting support as needed
• Assist with onboarding/offboarding of users and workstation deployments
• Maintain accurate ticket documentation and status updates using PSA and documentation systems
• Help identify recurring issues and opportunities for process improvement
• Build positive relationships with customer staff and leadership
• Follow Artemis IT standards, SOPs, and security best practices
• Participate in after-hours support escalation rotation when required

Do you have experience in Windows?, * 2-5 years of professional IT support experience

• Experience supporting Windows 10/11 environments
• Experience with Microsoft 365 administration and troubleshooting
• Basic networking knowledge (DNS, DHCP, VPN, WiFi, switching)
• Experience with Active Directory and user management
• Strong troubleshooting and customer service skills
• Ability to communicate effectively with non-technical users
• Ability to prioritize and manage multiple issues simultaneously
• Strong documentation and organizational habits

Preferred Qualifications

• MSP experience strongly preferred
• Experience with:
• Windows Server
• VMware or Hyper-V
• Fortinet, Sophos, or SonicWall firewalls
• Datto RMM
• Autotask PSA
• IT Glue
• Intune / Entra ID
• Industry certifications such as:
• CompTIA A+
• Network+
• Microsoft certifications
• Fortinet certifications, * Have you previously worked in a Managed Services Provider (MSP) environment?
• This role works onsite daily at a customer location and requires regular interaction with end users and leadership. How comfortable are you operating in a highly customer-facing role?
• Describe your experience working independently without direct onsite supervision.
• Which technologies have you actively supported in production environments?
• What does "taking ownership" of a technical issue mean to you?
• How comfortable are you balancing multiple competing support requests while maintaining communication and follow-through?

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, * Be part of a growing, high-performance MSP team
• Build strong customer relationships while maintaining broad technical exposure
• Work alongside experienced engineers and leadership
• Ongoing technical training and certification support
• Career advancement opportunities into senior engineering, projects, security, or leadership roles
• Supportive team culture focused on operational excellence and customer experience, * Competitive salary
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Paid certifications and professional development
• Company-supported training and career growth

Pay: $55,000.00 - $65,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Artemis IT is a leading Managed Services Provider (MSP) based in Melbourne, Florida. We help organizations across Central Florida thrive by delivering responsive, secure, and strategic IT support ranging from help desk services to complex infrastructure and cybersecurity solutions. We are looking for a professional, customer-focused IT Support Engineer to serve as a dedicated onsite technical resource for one of our valued managed services customers. This position is ideal for someone who enjoys building relationships, solving technical issues directly with users, and serving as a trusted day-to-day IT presence within a client environment while still having the support and resources of a larger MSP team behind them.