> Markdown version of [/jobs/ext/1407576-msp-support-engineer](https://www.wearedevelopers.com/jobs/ext/1407576-msp-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # MSP Support Engineer - **Company:** ITSourcePro LLC - **Location:** Houston, TX, United States (Remote available) - **Experience:** Experienced - **Salary:** $55,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Issue Tracking Systems, Microsoft SharePoint - **Published:** July 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4f2f9fbe8e4eaeff ## About the Role * Prior MSP experience is required. * 2-5+ years of experience in IT support, MSP service desk, field support, client support, or service coordination. * Experience working in a ticketing system and documenting technical work clearly. * Experience handling a range of Level 1-3 tickets in an MSP or multi-client support environment. * Comfortable supporting multiple clients, priorities, and environments in the same week. * Professional, client-facing communication skills and comfort working onsite with end users. * Strong follow-through, organization, and attention to detail. * Practical troubleshooting ability with sound judgment about when to escalate. * Reliable transportation for onsite client work in the Houston area. Preferred Experience * Experience with PSA and/or RMM platforms. * Familiarity with Microsoft 365, Teams, SharePoint, Entra ID, endpoint management, or common MSP tools. * Experience in a service desk, dispatcher, field support, service coordinator, or hybrid client support role. * Ability to improve workflows, documentation, ticket hygiene, or recurring service processes. * Interest in practical automation, AI-supported workflows, or tools that make support more efficient. * Bilingual in English and Spanish would be an amazing bonus! What Makes Someone Successful in This Role * You have real MSP experience and understand that priorities can change quickly. * You are comfortable being client-facing and can communicate calmly, clearly, and professionally. * You take ownership of follow-up and do not let tickets sit without a next step. * You can work independently while staying aligned with the rest of the technical team. * You are organized, practical, service-minded, and willing to wear multiple hats in a small business environment. * You are capable of resolving what you can, documenting clearly, and escalating Level 2-3 issues appropriately when deeper expertise is required. * You know when to solve, when to document, when to ask questions, and when to escalate. ## Description We are hiring a Hybrid Onsite MSP Support Specialist to provide client-facing onsite support, work at least Level 1-2.5 service desk tickets, and help keep client issues moving toward resolution. This role is ideal for someone with MSP experience who understands the pace of a multi-client support environment, knows how to document work clearly, and can communicate professionally with both end users and technical team members. The position includes regular onsite presence at a primary client site, support for other clients as needed, and remote ticket work. The right person will be comfortable switching between client interaction, ticket follow-up, basic troubleshooting, scheduling coordination, documentation, and escalation support. What You'll Do * Provide regular onsite support at a primary client location while representing ITSourcePro professionally. * Assist end users with common IT issues, status updates, scheduling needs, and support requests. * Gather accurate information from users and translate concerns into clear, actionable tickets. * Help confirm work completion, clarify expectations, and improve the client experience during onsite visits. * Support other client sites as needed based on schedule, ticket volume, and business priorities. * Work assigned Level 1-2.5 service desk tickets, including triage, follow-up, documentation, scheduling, practical troubleshooting, and escalation when needed. * Review open tickets for missing information, unclear next steps, stalled progress, or needed client follow-up. * Keep ticket notes clear, current, and useful so technical resources can quickly understand status and next actions. * Escalate issues appropriately when deeper technical review, leadership input, client decisions, or scheduling changes are needed. * Help maintain ticket hygiene, SLA awareness, and a consistent daily service desk rhythm. * Support multiple client environments while balancing onsite needs, remote ticket work, and scheduled client visits. * Communicate professionally with end users, client contacts, and internal team members. * Help maintain a consistent client experience across accounts through clear documentation and follow-through. * Coordinate with leadership when onsite needs, other client needs, and ticket priorities require scheduling tradeoffs., We are a small MSP, so this is not a narrow, siloed role. You will work with real clients, real tickets, and real problems that need someone organized and motivated enough to keep things moving. Some days will be onsite, some will be remote, and some will involve jumping between client needs, ticket follow-up, and team coordination. If you like variety, want your work to matter, and prefer a team where people notice when you do a good job, this could be a strong fit. ## Related Videos - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [Should Tech Managers Be Developers First? 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