Client Support Engineer

Job Purpose

The Client Support Engineer is responsible for delivering technical support, platform operations, and managed service execution for Data Evolution clients. This role supports both proactive platform work and reactive client service needs, including endpoint, Microsoft 365, backup, security, identity, and general support workflows.

The role is operational and execution oriented. Engineers perform structured recurring work, respond to support requests, participate in platform deployments, follow established standards and SOPs, and maintain professional client communication and documentation.

This position may support multiple service areas depending on business need, including Platforms, Reactive Support, onboarding, alert response, and client-site work.

Duties and Responsibilities

Platform Deployment & Configuration

• Deploy and configure platforms in accordance with Data Evolution's established deployment standards and SOPs
• Onboard new clients and tenants: M365, backup platforms, endpoint security, RMM agents, and identity tools
• Participate in project planning and execution for platform deployments; maintain accurate project documentation
• Audit existing deployments against standards; identify and remediate configuration drift
• Maintain and contribute to SOPs, deployment checklists, and platform documentation

Backup Platform Operations

• Execute structured monthly backup reviews across the full client stack: Datto SaaS, SkyKick, CloudHQ, Druva, Acronis, Veeam
• Perform restore testing to validate backup integrity; document results per SOP
• Triage and resolve backup failure alerts: stalled jobs, agent errors, licensing gaps, EWS/Exchange permission issues
• Manage user-level backup provisioning and decommissioning as part of structured onboarding/offboarding workflows

Managed Services Operations

• Monitor and triage Managed Alerts and Technical Alerts boards in ConnectWise Manage
• Administer endpoint security and MDR platforms: agent deployment, tenant configuration, tamper protection, weekly report delivery
• Review firewall logs and interface diagnostics; identify actionable alerts and escalate as needed
• Remediate endpoint alerts: BitLocker re-encryption, RMM agent failures, ScreenConnect access issues
• Manage M365 tenant administration: licensing, Exchange Online, shared mailboxes, EWS configuration via PowerShell

Reactive Support & Service Desk Participation

• Respond to assigned client support requests through the service desk
• Troubleshoot common end-user issues involving Microsoft 365, Windows, macOS, identity, applications, printing, networking, and endpoint access
• Resolve or escalate incidents according to priority, impact, SLA, and internal escalation standards
• Participate in ticket triage, alert review, and queue management as needed
• Communicate clearly with clients regarding issue status, next steps, timelines, and resolution
• Document troubleshooting steps, client communications, root cause, and resolution in the service ticket
• Participate in on-call or after-hours support rotation as assigned

Automation & Configuration Management

• Administer and extend automation workflows in Rewst; apply process automation principles to reduce manual recurring work
• Manage M365 configuration and policy enforcement using Inforcer and similar configuration management tooling
• Identify opportunities to automate repetitive managed services tasks and contribute to the team's automation backlog

General

• Perform other duties as assigned to support client operations, managed services delivery, and internal business needs
• Participate in cross-functional work across service teams as workload, urgency, and business priorities require
• Follow Data Evolution standards, SOPs, documentation requirements, and escalation processes
• Work service tickets and enter time accurately per company SOP
• Participate in on-call rotation
• Provide escalation-level support for platform issues surfaced by the help desk

Qualifications

Required

• 2+ years in a managed services, IT operations, or similar technical role
• Hands-on experience with at least two SaaS/endpoint backup platforms (Datto, SkyKick, Druva, Acronis, CloudHQ, or Veeam)
• Microsoft 365 administration: licensing, Exchange Online, SharePoint, OneDrive, tenant management
• Familiarity with M365 configuration management and policy enforcement tools (Inforcer or equivalent)
• Strong documentation skills; consistent, structured ticket notation is a firm expectation
• Professional written and verbal communication

Preferred

• MSP background with biotech, pharma, or regulated-industry clients
• Familiarity with Rewst or comparable workflow automation platforms; comfort with process automation principles
• Experience with a PSA and RMM platform (ConnectWise Manage and Automate strongly preferred)
• PowerShell scripting for M365/Exchange administration - strong preference; expected as a core competency
• Sophos Intercept X administration: tenant management, agent deployment, reporting
• Industry certification (CompTIA Security+, MS-102, or equivalent)

Working Conditions

This is an in-office position with a discretionary hybrid allowance. Currently, two office days per week (specified by the company) in our Woburn, MA office are required. Occasional evening or weekend work required for on-call rotation. No regular travel anticipated.

Direct Reports

None.