Infrastructure Support Engineer, Tier III | MSP

Escalation & Advanced Support

• Serve as the primary escalation point for complex desktop, end-user, and workstation-related issues
• Troubleshoot advanced Windows OS, application, profile, and performance issues
• Resolve issues involving Active Directory, Group Policy, DNS/DHCP, and authentication failures
• Provide root cause analysis and long-term resolution planning for recurring problems

Client-Facing Technical Support

• Provide high-touch support for executive/VIP users across multiple client environments
• Communicate effectively with end users and stakeholders, translating technical concepts into clear solutions
• Support both remote and onsite troubleshooting as needed across the NYC metro area

Microsoft 365 & Endpoint Support

• Support and troubleshoot Microsoft 365 services including Outlook, Exchange Online, Teams, OneDrive, and SharePoint
• Manage and troubleshoot endpoint management tools such as Intune, Azure AD, and MDM policies
• Support MFA issues, conditional access troubleshooting, and identity-related incidents

Infrastructure & Systems Support

• Assist with server-level troubleshooting (Windows Server environments) when desktop issues overlap
• Support printers, networking connectivity issues, VPN access, and remote desktop environments
• Collaborate with Network/System Engineers to resolve infrastructure-related incidents

Project Support & Implementation

• Assist with workstation deployments, migrations, and onboarding/offboarding processes
• Support Windows 10/11 upgrades, hardware refreshes, and endpoint security rollouts
• Contribute to implementation of new tools, standardization efforts, and client technology improvements

Documentation & Knowledge Sharing

• Create and maintain technical documentation and KB articles
• Improve SOPs and troubleshooting workflows for Level 1 and Level 2 teams
• Provide mentorship and guidance to junior technicians

The ideal candidate is client-facing, technically sharp, and thrives in a fast-paced MSP environment supporting multiple customers with varying infrastructure., * 5+ years of desktop support experience (including escalation support)

• Strong Windows 10/11 troubleshooting experience in business environments
• Strong knowledge of Active Directory, Group Policy, and user administration
• Experience supporting Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint)
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience working in an MSP or multi-client environment
• Strong customer service skills with the ability to manage multiple priorities
• Ability to work onsite at client locations when needed

Preferred Qualifications

• Experience with Intune, Azure AD, Conditional Access, and endpoint compliance policies
• Familiarity with RMM and PSA tools (ConnectWise, Autotask, Kaseya, NinjaOne, etc.)
• PowerShell scripting experience for automation and troubleshooting
• Experience with endpoint security tools (SentinelOne, CrowdStrike, Defender for Endpoint)
• Certifications such as CompTIA A+, Network+, Microsoft certifications, or ITIL, How many years of experience do you have working for a managed service provider (MSP)?

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance