IT Support Engineer

We are seeking an experienced IT Support Engineer to join our Managed Service Provider (MSP) team. This position is responsible for providing technical support across a variety of client environments, including troubleshooting complex issues that require deeper investigation and technical expertise. The IT Support Engineer will work with desktops, servers, networks, Microsoft 365 environments, cloud services, security platforms, and other business technologies used by our clients. This role requires strong troubleshooting skills, technical ownership, clear communication, and the ability to manage multiple client issues in a fast-paced MSP environment. The ideal candidate is comfortable independently investigating technical problems, identifying root causes, implementing solutions, and determining when an issue requires escalation to another engineer, vendor, or specialized resource. Responsibilities Provide technical support for desktops, laptops, servers, networks, applications, and other client technology. Troubleshoot and resolve complex or escalated technical issues across client environments. Take ownership of assigned tickets from initial investigation through resolution and client follow-up. Troubleshoot Windows desktop and Windows Server operating systems, hardware, software, peripherals, and system performance issues. Administer and troubleshoot Microsoft 365 services including Exchange Online, Microsoft Entra ID, OneDrive, SharePoint, authentication, and user account issues. Manage and troubleshoot Active Directory, Group Policy, DNS, DHCP, permissions, user accounts, security groups, and related Windows infrastructure. Diagnose network connectivity issues involving TCP/IP, DNS, DHCP, VLANs, switches, wireless networks, firewalls, VPNs, and internet connectivity. Assist with the administration and troubleshooting of virtualized environments, including VMware and Hyper-V. Utilize Remote Monitoring and Management (RMM), remote access, ticketing, documentation, endpoint management, and other MSP platforms to support client environments. Assist with endpoint security, patching, access controls, MFA, security software, and remediation of identified vulnerabilities or configuration issues. Recognize and appropriately elevate potential cybersecurity incidents, suspicious activity, or security-related concerns. Perform new computer deployments, workstation replacements, software installations, system migrations, and user configuration. Support printers, mobile devices, business applications, and other technology used within client environments. Provide remote and onsite technical support as required. Investigate recurring issues to identify root causes and implement long-term solutions rather than temporary workarounds whenever possible. Maintain accurate and detailed ticket documentation, including troubleshooting performed, resolution steps, root cause when identified, and client communication. Create and maintain internal technical documentation and knowledge base articles when appropriate. Communicate directly with clients regarding technical issues, expectations, progress, and resolution in a professional and understandable manner. Prioritize multiple support requests based on urgency, business impact, service requirements, and client needs. Collaborate with other engineers and technical staff on projects, escalations, infrastructure changes, and complex troubleshooting. Assist with IT infrastructure maintenance, upgrades, migrations, deployments, and technology projects. Follow established technical standards, documentation procedures, security practices, and service delivery processes. Continually develop technical knowledge and stay current with changes in Microsoft technologies, networking, cybersecurity, and other technologies commonly supported within MSP environments. Work Schedule & Additional Compensation Full-time, in-person position Monday through Friday, 8:00 AM - 5:00 PM Standard scheduled workweek is approximately 42.5 hours Approximately 2.5 hours of regularly scheduled overtime each week for non-exempt employees Participation in a rotating after-hours on-call schedule Employees receive a $250 base payment for each assigned on-call week Emergency work performed while on call is clocked as worked time and paid at the applicable overtime rate when overtime requirements are met Company vehicles are available for onsite client service calls $45,500 - $65,500 estimated total annual compensation, including regularly scheduled overtime, on-call compensation, and applicable bonuses. We are seeking an experienced IT Support Engineer to join our Managed Service Provider (MSP) team. This position is responsible for providing technical support across a variety of client environments, including troubleshooting complex issues that require deeper investigation and technical expertise. The IT Support Engineer will work with desktops, servers, networks, Microsoft 365 environments, cloud services, security platforms, and other business technologies used by our clients. This role requires strong troubleshooting skills, technical ownership, clear communication, and the ability to manage multiple client issues in a fast-paced MSP environment. The ideal candidate is comfortable independently investigating technical problems, identifying root causes, implementing solutions, and determining when an issue requires escalation to another engineer, vendor, or specialized resource. Responsibilities Provide technical support for desktops, laptops, servers, networks, applications, and other client technology. Troubleshoot and resolve complex or escalated technical issues across client environments. Take ownership of assigned tickets from initial investigation through resolution and client follow-up. Troubleshoot Windows desktop and Windows Server operating systems, hardware, software, peripherals, and system performance issues. Administer and troubleshoot Microsoft 365 services including Exchange Online, Microsoft Entra ID, OneDrive, SharePoint, authentication, and user account issues. Manage and troubleshoot Active Directory, Group Policy, DNS, DHCP, permissions, user accounts, security groups, and related Windows infrastructure. Diagnose network connectivity issues involving TCP/IP, DNS, DHCP, VLANs, switches, wireless networks, firewalls, VPNs, and internet connectivity. Assist with the administration and troubleshooting of virtualized environments, including VMware and Hyper-V. Utilize Remote Monitoring and Management (RMM), remote access, ticketing, documentation, endpoint management, and other MSP platforms to support client environments. Assist with endpoint security, patching, access controls, MFA, security software, and remediation of identified vulnerabilities or configuration issues. Recognize and appropriately elevate potential cybersecurity incidents, suspicious activity, or security-related concerns. Perform new computer deployments, workstation replacements, software installations, system migrations, and user configuration. Support printers, mobile devices, business applications, and other technology used within client environments. Provide remote and onsite technical support as required. Investigate recurring issues to identify root causes and implement long-term solutions rather than temporary workarounds whenever possible. Maintain accurate and detailed ticket documentation, including troubleshooting performed, resolution steps, root cause when identified, and client communication. Create and maintain internal technical documentation and knowledge base articles when appropriate. Communicate directly with clients regarding technical issues, expectations, progress, and resolution in a professional and understandable manner. Prioritize multiple support requests based on urgency, business impact, service requirements, and client needs. Collaborate with other engineers and technical staff on projects, escalations, infrastructure changes, and complex troubleshooting. Assist with IT infrastructure maintenance, upgrades, migrations, deployments, and technology projects. Follow established technical standards, documentation procedures, security practices, and service delivery processes. Continually develop technical knowledge and stay current with changes in Microsoft technologies, networking, cybersecurity, and other technologies commonly supported within MSP environments. Work Schedule & Additional Compensation Full-time, in-person position Monday through Friday, 8:00 AM - 5:00 PM 30-minute lunch period Standard scheduled workweek is approximately 42.5 hours Approximately 2.5 hours of regularly scheduled overtime each week for non-exempt employees Participation in a rotating after-hours on-call schedule Employees receive a $250 base payment for each assigned on-call week Emergency work performed while on call is clocked as worked time and paid at the applicable overtime rate when overtime requirements are met Company vehicles are available for onsite client service calls $45,500 - $65,500 estimated total annual compensation, including regularly scheduled overtime, on-call compensation, and applicable bonuses. Requirements 1-3 years of professional IT support, systems administration, desktop support, or related technical experience. Experience working in an MSP or multi-client IT support environment is strongly preferred. Strong knowledge of Windows 11 and Windows Server environments. Hands-on experience with Active Directory, Group Policy, DNS, DHCP, user accounts, permissions, and related Microsoft infrastructure. Experience administering and troubleshooting Microsoft 365, including Exchange Online, Microsoft Entra ID, OneDrive, SharePoint, MFA, and user account issues. Strong understanding of TCP/IP networking and the ability to troubleshoot connectivity, DNS, DHCP, VPN, wireless, switching, firewall, and VLAN-related issues. Experience troubleshooting desktops, laptops, printers, peripherals, business applications, and common end-user technology. Familiarity with virtualization platforms such as VMware and Hyper-V. Experience working with RMM, remote access, ticketing, PSA, endpoint management, or similar IT support platforms. Working knowledge of endpoint security, patch management, access controls, and general cybersecurity best practices. Basic PowerShell or command-line administration experience is preferred. Strong troubleshooting and analytical skills with the ability to investigate independently and resolve technical issues. Ability to manage multiple tickets and priorities while maintaining accurate documentation and timely client communication. Strong written and verbal communication skills with the ability to explain technical issues to non-technical users. Strong customer service skills and a professional approach when working directly with clients. Ability to work both independently and collaboratively as part of a technical team. Ability to provide both remote and onsite client support as required. Valid driver's license required for travel to local client locations. Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or Cisco CCNA are preferred but not required. Benefits Health insurance Dental insurance Vision insurance Paid time off 6 paid company holidays Quarterly hardware bonus opportunities End-of-year bonus opportunity Paid on-call rotation with a $250 base payment for each assigned on-call week Additional overtime pay for eligible hours worked during emergency on-call responses Company vehicles provided for onsite client service calls Opportunities for professional growth and continued technical development Exposure to a wide variety of client environments, technologies, networking, cloud services, cybersecurity, and server infrastructure #J-18808-Ljbffr Tri-Cities IT Inc