Senior Technical Support Representative (MSP experience required)

Job Description

Job Description

Position Overview

The Senior Technical Support Engineer serves as a technical escalation resource for the Service Desk while continuing to provide exceptional direct client support. This role is designed for an experienced MSP professional who enjoys solving complex technical issues, mentoring teammates through difficult problems, and driving high-quality service delivery.

This is  not a people management position. Instead, you'll lead through technical expertise, coaching, collaboration, and ownership.

What You'll Do

Advanced Technical Support

• Resolve complex Tier II and Tier III technical issues
• Troubleshoot Windows Server and desktop environments
• Support Microsoft 365, Azure AD/Entra ID, Exchange Online, and SharePoint
• Administer Active Directory, Group Policy, DNS, DHCP, and networking fundamentals
• Support virtualization environments including VMware and Hyper-V
• Diagnose firewall, VPN, routing, switching, and wireless networking issues
• Respond to security incidents and remediation efforts
• Manage endpoint security platforms and backup solutions
• Perform root cause analysis for recurring issues
• Document solutions to improve future support

Technical Leadership

• Serve as the primary escalation point for difficult support tickets
• Coach Tier I and Tier II technicians through troubleshooting rather than simply taking over tickets
• Assist with technical decision-making during major incidents
• Promote consistent troubleshooting methodologies across the team
• Share technical knowledge through documentation and informal training
• Support onboarding of new technicians

Client Success

• Build trusted relationships with clients
• Communicate technical concepts in a way non-technical users understand
• Take ownership of client issues through resolution
• Recommend proactive improvements that increase security, reliability, and efficiency

What We're Looking For

Required

• 5+ years of technical support experience
• 3+ years working for a Managed Service Provider (MSP)
• Strong Windows Server administration experience
• Advanced Microsoft 365 administration
• Azure AD / Entra ID administration
• Active Directory
• Networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls)
• Experience supporting multiple client environments simultaneously
• Excellent troubleshooting and analytical skills
• Outstanding written and verbal communication

Preferred

• Microsoft certifications
• CompTIA Network+
• CompTIA Security+
• Azure certifications
• Experience with RMM platforms
• Experience with PSA/ticketing systems
• Experience with endpoint detection and response (EDR) solutions
• Experience supporting cloud migrations

Success in This Role

The ideal candidate:

• Takes ownership from start to finish
• Remains calm during high-pressure situations
• Enjoys solving the problems others get stuck on
• Coaches teammates instead of creating dependencies
• Thinks proactively instead of reactively
• Values documentation as much as technical skill
• Continuously develops their technical expertise

At Isogent, we help small and mid-sized businesses leverage technology to operate more efficiently, securely, and confidently. As a Managed Service Provider (MSP), we pride ourselves on delivering responsive support, building long-term client relationships, and continuously improving the way we work.
Our team operates by four core tenets:
Be Helpful
Take Ownership
Continuously Improve
Be the Authority
We're looking for someone who naturally embodies those values while serving as a technical leader for our support team.

Company Description

At Isogent, we help small and mid-sized businesses leverage technology to operate more efficiently, securely, and confidently. As a Managed Service Provider (MSP), we pride ourselves on delivering responsive support, building long-term client relationships, and continuously improving the way we work.\nOur team operates by four core tenets:\nBe Helpful\nTake Ownership\nContinuously Improve\nBe the Authority\nWe're looking for someone who naturally embodies those values while serving as a technical leader for our support team.