MSP Support Engineer II

Join our dynamic team as an MSP Support Engineer II, where you'll play a vital role in delivering exceptional technical support to our Managed Service Provider (MSP) clients. This energetic position offers the opportunity to troubleshoot a wide range of IT issues, support diverse infrastructure environments, and ensure seamless operations across client networks. Your expertise will help empower organizations to operate efficiently and securely while providing outstanding customer service. If you thrive in a fast-paced environment and are passionate about solving complex technical challenges, this is the perfect role for you!, * Provide advanced technical support for client systems, including Windows, macOS, Linux operating systems, and network infrastructure components such as DNS, TCP/IP, VPNs, firewalls, and LAN/WAN networks.

• Troubleshoot hardware and software issues related to desktops, laptops, mobile devices, printers, and other peripherals to ensure minimal downtime.
• Manage and resolve customer support tickets efficiently using help desk systems like Connectwise PSA while maintaining clear communication with clients throughout the process.
• Support Active Directory management tasks such as user account creation, permissions adjustments, group policy (GPO) application, and Active Directory troubleshooting.
• Assist in configuring and maintaining IT infrastructure components including Microsoft Windows Server environments, Fortinet networking devices, and network administration tools.
• Conduct analysis of network issues involving TCP/IP protocols, DNS resolution problems, and firewall configurations to identify root causes and implement effective solutions.
• Collaborate with team members on escalated issues requiring detailed technical troubleshooting support across multiple operating systems and hardware platforms.

• Proven experience in technical support roles within MSP or IT support environments with a focus on help desk systems like Autotask / Connectwise.
• Strong knowledge of Microsoft Office applications and proficiency in managing computer hardware and software troubleshooting processes.
• Familiarity with computer networking concepts such as LAN/WAN architecture, TCP/IP protocols, DNS management, VPN setup, firewall configuration (including Meraki), and network troubleshooting techniques.
• Hands-on experience supporting Windows (including Windows Server), macOS, Linux operating systems, and related IT infrastructure components.
• Ability to manage customer support tickets efficiently while providing excellent communication skills to explain technical issues clearly to clients.
• Skills in Active Directory management, GPO implementation, hardware diagnostics, equipment troubleshooting, and software problem resolution.
• Knowledge of remote management tools such as Connectwise RMM, Datto RMM or similar platforms for deploying updates and managing client devices remotely.
• Strong analysis skills to diagnose complex network or system issues quickly and accurately.

Join us in delivering top-tier IT support that drives success for our clients! Your expertise will make a real difference by ensuring reliable technology operations while fostering positive relationships through exceptional customer service.

Pulled from the full job description

• Professional development assistance
• Paid time off