MSP Support Engineer

Salary: $75,000 - 85,000 per year Requirements:

• We require 2+ years of experience in technical support, ideally gained in an MSP setting.
• We need strong working knowledge of Windows Server, Active Directory, and Windows/macOS environments.
• We require solid understanding of networking fundamentals and configuration, including TCP/IP, DNS, DHCP, and VPN, along with the ability to troubleshoot network issues.
• We expect familiarity with RMM and PSA platforms such as HaloPSA and NinjaOne.
• We need experience working with cloud services such as Microsoft 365, Azure, and AWS.
• We require strong troubleshooting capability, including diagnosing issues across multiple technologies and performing root cause analysis.
• We need excellent communication skills and the ability to explain technical concepts clearly to non-technical users.
• Preferred: certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Fundamentals, or Cisco CCNA.
• Preferred: hands-on experience with Microsoft Azure and AWS.
• Preferred: exposure to Datto backups.
• Preferred: experience with virtualization technologies such as VMware or Hyper-V.
• Preferred: basic scripting skills, such as PowerShell, for automation.
• Preferred: familiarity with ITIL processes and service management best practices.
• Preferred: strong knowledge of networking concepts including VLANs, firewalls, and wireless solutions.
• We value a strong customer service mindset and the ability to perform well under pressure.
• We look for someone who can juggle multiple priorities effectively in a fast-paced environment.
• We want a proactive problem-solver with excellent attention to detail.
• We value a collaborative team player with strong interpersonal skills.
• We appreciate a willingness to document work thoroughly and continue developing professionally.

• We provide first- and second-line support for client systems, including desktops, servers, backup tools, and network infrastructure.
• We respond to support tickets, investigate issues, and resolve them promptly.
• We escalate complex or unresolved incidents to senior engineers when needed.
• We proactively monitor client environments using RMM tools.
• We communicate technical issues in clear, non-technical language to clients and stakeholders.
• We manage client expectations by setting realistic resolution timelines.
• We carry out routine maintenance tasks such as patching, backups, and system health checks.
• We monitor system performance, identify emerging risks, and take preventative action to avoid service interruptions.
• We help implement security controls including antivirus, firewalls, and data encryption.
• We ensure systems have appropriate reporting and that alerts function correctly.
• We verify systems align with best practices.
• We document support activities and troubleshooting steps in the ticketing system.
• We maintain accurate records of configurations, changes, and incidents.
• We contribute to knowledge base articles and support documentation.
• We deliver remote and onsite support when required by client SLAs.
• We assist with hardware deployments, system setup, firmware updates, and software upgrades at client sites.
• We collaborate with senior engineers to resolve complex technical problems.
• We conduct root cause analysis for recurring issues.
• We take part in team meetings and support continuous improvement initiatives.
• We ensure compliance with client security policies and relevant industry standards such as GDPR and HIPAA.
• We implement security patches, configure networking equipment, and enforce security procedures during regular maintenance.

• AWS
• Active Directory
• Azure
• Cloud
• Cisco
• Firmware
• Hardware
• Hyper-V
• Support
• ITIL
• macOS
• Microsoft 365
• Network
• PowerShell
• Security
• TCP/IP
• VPN
• VMware
• Windows
• Office 365

More:

We are a remote MSP team, and this is a full-time L2 Support Engineer role reporting to the Service Manager. The position is client-facing and sits between our Service Desk and Engineering teams, supporting a wide range of client environments while also contributing to onboarding new clients, maintenance, troubleshooting, and project work. We offer a salary of $75,000 to $85,000 per year, along with benefits including 401(k) matching, dental insurance, health insurance, paid time off, professional development assistance, and vision insurance.

last updated 33 week of 2026