IT Support Engineer (MSP)

IT Support Engineer
Location: Remote (Must be available during U.S. Eastern Standard Time working hours)
Company:
We are a fast-growing U.S.-based Managed Service Provider (MSP) that delivers innovative IT solutions to small and medium-sized businesses across various industries. We pride ourselves on our proactive service model, team collaboration, and a customer-first mindset. We are seeking a highly skilled and experienced IT Support Engineer to join our team and serve as a technical escalation point for complex issues.
About the Role:
As a IT Support Engineer, you will handle high-priority incidents, perform advanced troubleshooting, and take ownership of critical client systems. You will act as the final point of escalation within the support team, liaising with vendors, resolving sophisticated infrastructure and network issues, and supporting project implementations. This is a hands-on role that demands deep technical expertise, strong client-facing skills, and the ability to lead troubleshooting efforts with confidence and precision.
Key Responsibilities:
Technical Escalation & Troubleshooting
Act as the final escalation point for all technical issues unresolved by Level 1 and 2 support engineers.
Diagnose and resolve complex issues related to Windows Server environments, networking, virtualization (VMware/Hyper-V), cloud platforms (Azure/M365), and business-critical applications.
Troubleshoot and remediate firewall, VPN, and advanced routing issues across multi-site client networks.
Client & Vendor Management
Interface directly with clients to provide expert-level support and consultation.
Work with third-party vendors for issue resolution (hardware, software, licensing, etc.).
Collaborate with account managers and project teams to align IT operations with business needs.
Systems & Infrastructure
Maintain, upgrade, and troubleshoot on-prem and cloud infrastructure (Windows Server, Active Directory, Azure AD, Exchange Online, SharePoint).
Manage backup solutions, disaster recovery configurations, and storage infrastructure.
Handle patching, scripting (PowerShell), and automation of routine tasks.
Security & Compliance
Perform security audits, monitor logs, and proactively identify vulnerabilities.
Implement best practices in endpoint protection, MFA, firewalls, and data protection in accordance with compliance frameworks.
Documentation & Reporting
Document technical issues, resolutions, and root cause analysis in the PSA system (e.g., ConnectWise, Autotask).
Create and update knowledge base articles for internal use.
Contribute to process improvement initiatives and technical documentation.
Qualifications & Experience:
Required:
5+ years of experience in an MSP or enterprise IT support environment.
Proven expertise in Microsoft technologies (Windows Server, Active Directory, Microsoft 365, Azure).
Strong networking knowledge: VLANs, DNS, DHCP, firewalls (e.g., SonicWall, Fortinet), VPN.
Virtualization experience (VMware, Hyper-V).
Familiarity with backup & DR platforms (Datto, Veeam, etc.).
PowerShell scripting for automation and diagnostics.
Nice to Have:
Certifications such as CompTIA Network+/Security+, Microsoft Certified: Azure Administrator, or MCSA/MCSE.
Experience with RMM/PSA tools such as ConnectWise, N-Able, Kaseya, or Atera.
Knowledge of cybersecurity tools and best practices.
Experience with ITIL framework or similar methodologies.
Soft Skills:
Excellent written and verbal communication.
Strong time management and prioritization skills.
Calm under pressure; able to troubleshoot live issues with clients on the line.
Team-oriented with a willingness to mentor junior staff.
Working Hours:
Full-time
Must be available during U.S. Eastern Standard Time (EST) business hours (typically 8 AM – 5 PM EST)
What We Offer:
Competitive compensation
Flexible remote work
Growth opportunities within a fast-paced MSP environment
Collaborative and supportive team culture
Exposure to diverse technologies and clients

Work arrangement
No