Senior IT Support Engineer – MSP
Core
Tier 2/3 IT Support Engineer handling escalated client issues, troubleshooting complex technical problems, and mentoring junior engineers for a Managed Services Provider.
Role type
Senior IT Support Engineer (Tier 2/3)
Builds
Resolves escalated incidents for client environments involving Windows, Active Directory, Microsoft 365, networking, and infrastructure.
Domain
IT Services / Managed Services Provider
Deliverable
client delivery
Required skills
Windows workstation and server troubleshooting, Active Directory administration, Microsoft 365 administration, networking (TCP/IP, DNS, DHCP, VLANs, VPNs), firewall troubleshooting, root cause analysis, client communication, technical documentation.
Preferred skills
MSP experience, CompTIA A+/Network+/Security+/Server+/Cloud+, Microsoft 365 certification, Azure/Entra ID, Cisco/CCNA, macOS support, AI technologies.
Technologies
Windows, Active Directory, Microsoft 365, Azure, Entra ID, Cisco, Firewalls, macOS, TCP/IP, DNS, DHCP, VLANs, VPNs, Office 365.
Responsibilities
Take ownership of escalated client issues and troubleshoot technical problems requiring deeper investigation. Diagnose and resolve issues involving Windows desktops and servers, Active Directory, Group Policy, Microsoft 365, Exchange, Entra ID, Azure, networking, backups, and business applications. Investigate root causes and identify ways to prevent recurring issues. Support and mentor other Support Engineers by helping them troubleshoot challenging issues and sharing knowledge. Communicate directly with clients and keep them informed throughout issue resolution. Collaborate with the Project Team on server deployments, migrations, network upgrades, and infrastructure replacements. Maintain clear documentation and take responsibility for outcomes.
Seniority
Senior, hands-on IC