MSP Support Engineer

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.

• 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.

Pulled from the full job description

• Professional development assistance
• Health insurance
• Paid time off
• Dental insurance
• Life insurance
• Unlimited paid time off, * Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance

ITSourcePro is a growing Managed Service Provider serving small and mid-sized organizations with responsive, white-glove IT support, practical technology guidance, and a high-touch client experience. We keep our client base intentionally focused so we can deliver thoughtful, reliable service and build long-term client relationships.