MSP Engineer

The MSP Engineer provides responsive technical support and managed IT services to clients, helping maintain reliable technology environments and a high standard of customer service. This position manages and resolves support requests, troubleshoots Level 1 technical issues, documents work accurately, and escalates complex matters to the appropriate engineer or team. The role supports services that include endpoint patching, server administration, backups and restores, email, Microsoft 365, networking, and other solutions within the MSP service portfolio.

Supervisory Responsibilities:

• None. 

Duties/Responsibilities:

•  Manage and prioritize incoming client support tickets, working toward timely resolution and compliance with applicable service level agreements (SLAs). 
•  Diagnose and troubleshoot Level 1 technical issues reported by clients or monitoring tools using available remote support tools, when applicable. 
•  Escalate tickets to the appropriate engineer or team based on the issue’s severity, complexity, and required technical expertise. 
•  Provide professional, courteous customer service and keep clients informed throughout the ticket-resolution process. 
•  Document ticket activity, troubleshooting steps, and resolutions accurately and thoroughly in the designated ticketing systems. 
•  Monitor and respond to technical alerts, including voice and networking alerts, when applicable. 
•  Identify recurring issues and trends and recommend solutions that may prevent future incidents. 
•  Provide desk-side and remote support for services within the MSP portfolio, including backups and restores, endpoint patching, server administration, email, Microsoft 365, and other IT services. 
•  Conduct onsite visits to client locations, when applicable, to assess IT infrastructure, identify improvement opportunities, and implement approved solutions. 
•  Collaborate with the MSP Team Lead and team members to resolve client issues promptly and meet applicable service expectations. 
•  Use IT Glue and the Professional Services Automation (PSA) system to track and manage client tickets and maintain accurate documentation. Assist with the implementation and maintenance of IT solutions, including software upgrades, system migrations, and network configuration. 
•  Maintain current knowledge of industry trends and IT service-management best practices while continuing to develop technical skills. 
•  Build strong client relationships by serving as a trusted resource and offering proactive recommendations to optimize client environments. 
•  Participate in team meetings, knowledge-sharing sessions, and training opportunities that support collaboration and professional development. 
•  Perform other related duties as assigned. 

Required Skills/Abilities:

•  Strong troubleshooting and problem-solving skills for Level 1 technical support issues. 
•  Working knowledge of endpoint patching, server administration, email, Microsoft 365, backups and restores, and related IT services. 
•  Ability to manage competing priorities and respond to support requests within established service expectations. 
•  Excellent verbal and written communication skills, including the ability to explain technical information clearly to clients. 
•  Excellent interpersonal and customer service skills, with a professional and courteous approach. 
•  Strong attention to detail and the ability to produce accurate, thorough technical documentation. 
•  Ability to work independently and collaboratively in a managed services environment. 
•  Experience with ticketing systems, remote support tools, IT Glue, and PSA platforms is preferred. 
•  Experience working with voice and networking alerts is a plus. 
•  Knowledge of ITIL frameworks is a plus. 

Education and Experience:

•  Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred but not required. 
•  One to two years of experience in a similar role within the managed services provider (MSP) industry is recommended. 
•  CompTIA Network+, CompTIA Security+, or related certifications are preferred. 

Physical Requirements:

•  Prolonged periods of sitting at a desk and working on a computer. 
•  Ability to travel to client locations for onsite support, when applicable.