About This Job
We are looking for a skilled and customer-focused MSP Support Agent (IT Support Engineer) to join our Managed Services team. The ideal candidate will have hands-on experience working in a Managed Service Provider (MSP) environment and will be responsible for providing technical support, troubleshooting issues, and managing IT systems across multiple client environments.
Responsibilities:
Provide Level 2 / Level 3 technical support to MSP clients.
Troubleshoot issues related to Windows, Microsoft 365, networking, and endpoints.
Monitor and manage systems using RMM and PSA tools.
Respond to service desk tickets, phone calls, and remote support requests.
Install, configure, and maintain workstations, servers, and network devices.
Manage Active Directory, including user accounts, permissions, and Group Policies.
Support Microsoft 365 services including Exchange, Teams, SharePoint, and OneDrive.
Perform patch management, backup monitoring, and security checks.
Provide Azure administration, including web apps, databases, user creation, and role/permission management.
Support and troubleshoot VoIP systems such as Horizon, Gamma, and Webex.
Document solutions and maintain accurate ticket notes.
Escalate complex technical issues to senior engineers when required.
Maintain clear communication and excellent customer service with clients.
Requirements:
2+ years of experience in a Managed Service Provider (MSP) environment (Preferred).
Strong knowledge of Windows 10 / 11, Windows Server, Microsoft 365 / Office 365 and Active Directory
Experience with Azure administration
Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, Network troubleshooting & VPN
Experience with RMM tools (e.g., Action1, N-Able, Datto).
Experience with ticketing systems / PSA tools.
Experience with Backup solutions, Security tools / EDR, VoIP systems (Horizon, Gamma, Webex) and Firewalls (WatchGuard, SonicWall, Meraki)
Key Competencies:
Strong problem-solving and troubleshooting skills
Excellent customer service mindset
Ability to manage and prioritize multiple support tickets
Strong documentation and organizational skills
Ability to work collaboratively within a team