Senior Support Engineer

We’re looking for a senior-level IT generalist to join our team as a hybrid engineer/support lead. This is a great fit for someone who has spent years in MSP work, is comfortable being the most experienced person in the room on both the Mac and PC side, and wants a role with real autonomy. You’ll split your time between remote support and on-site visits to client offices, so we’re prioritizing candidates based in or near western Connecticut who can reach clients throughout the broader NY metro area without much friction.

Technical depth gets you in the door, but attitude is what makes someone great here. We put a real premium on how you show up for clients and teammates: staying patient under pressure, communicating clearly and proactively instead of going quiet on a hard ticket, and treating support as a relationship rather than a queue of tickets to close.

What You’ll Do

• Serve as a senior escalation point for client support tickets spanning desktop, network, and server issues across both macOS and Windows environments.
• Manage and support Microsoft 365 and Google Workspace environments, including user provisioning, security configuration, mail flow, and troubleshooting.
• Administer and troubleshoot Mac and PC hardware, operating systems, and peripherals in mixed-platform office environments.
• Perform on-site visits for installations, network setup, hardware deployments, and issues that can’t be resolved remotely.
• Design, configure, and troubleshoot client networks end-to-end - routing and switching, VLANs, firewall rules, site-to-site and remote-access VPNs, and Wi-Fi coverage and performance.
• Diagnose connectivity issues across the full stack, from ISP and circuit problems to switch ports to end-user devices, and know how to isolate where in the chain something broke.
• Maintain network documentation and diagrams so client environments stay understandable as they grow and change.
• Manage backups, endpoint security, and patching across client environments using our RMM and security tooling.
• Document client environments, standard procedures, and recurring issues to keep our internal knowledge base current.
• Mentor junior technicians and help refine internal processes as the team grows.
• Communicate clearly and patiently with non-technical clients, translating technical issues into plain language.

• 5+ years of hands-on IT experience, with meaningful time spent at an MSP or in a similar multi-client support environment.
• True platform fluency across both Mac and PC - comfortable troubleshooting macOS and Windows at a deep level, not just one or the other.
• Strong working knowledge of Microsoft 365 (Exchange Online, Entra ID/Azure AD, SharePoint, Teams) and Google Workspace administration.
• Real networking depth, not just familiarity - you can design and troubleshoot routing, switching, VLANs, firewalls, site-to-site/remote VPNs, and Wi-Fi, and you’re comfortable owning a network problem from the ISP down to the port.
• Experience with common MSP tools - RMM, PSA/ticketing, endpoint security, and backup platforms.
• A valid driver’s license and reliable transportation for local client visits.
• Based in or near western Connecticut, with the ability to travel to client sites across the NY metro area as needed.
• A great attitude toward support - someone who communicates proactively, stays calm and patient with frustrated clients, and treats every interaction as a chance to build trust, not just close a ticket.
• Comfort with ambiguity and change - you’ll like this role if you find variety energizing rather than draining, since our clients and their needs are rarely identical.
• Ability to work independently, prioritize across multiple client environments, and stay calm under pressure.

1 Connecticut Avenue, Stamford, CT 06902 Hybrid work $85,000 - $145,000 a year - Temporary, Temp-to-hire, Pulled from the full job description

• 401(k)
• Paid time off, * Competitive salary based on experience.
• A role with real autonomy and variety - no two days look the same.
• A small, tight-knit team where your work is visible and valued.
• Mix of remote flexibility and local, in-person client work., * 401(k)
• Paid time off

Compensation Package:

• Bonus opportunities

MacPros.net is a managed service provider delivering hands-on IT support to small and mid-sized businesses across the New York metro area. We help our clients keep their people productive - whether they’re running Macs, PCs, or a mix of both - and we pride ourselves on being the IT partner our clients actually want to call. We’re not the standard MSP running a rigid, one-size-fits-all playbook. Every client environment is different, the work is genuinely challenging, and the day rarely looks the way it did yesterday - we like it that way, and we’re looking for people who do too.