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Service Desk Engineer

Culture Fits

About the Role
1 day onsite - Tulsa, OK

They are a growing Managed Service Provider seeking a dedicated-onsite Service Desk Engineer to join their service delivery team supporting mid-market clients. This role is ideal for a technically strong, client-facing engineer who thrives in fast-paced environments, values documentation and process, and takes pride in delivering exceptional support.

As a Service Desk Engineer, you will be the primary onsite technical resource for your assigned client, working closely with internal service delivery teams to ensure stability, performance, and long-term success of the clients IT environment. You will play a critical role in troubleshooting, infrastructure improvement, documentation, and end-user satisfaction.

Core Values We Look For
  • Collaboration: Works effectively with teammates, clients, and leadership. Values shared success over individual ego.
  • Ownership: Takes accountability for outcomes, follows through, and acts proactively rather than reactively.
  • Dependability: Consistently shows up prepared, reliable, and committed to delivering quality work.
  • Empathy: Demonstrates professionalism, patience, and understanding in all client and team interactions.
Key Responsibilities

Service Delivery & End-User Support
  • Provide prompt, professional technical support to end users, ensuring issues are resolved within defined SLAs.
  • Troubleshoot hardware, software, and connectivity issues across Windows and macOS environments.
  • Serve as the primary onsite escalation point for technical issues requiring hands-on support.
Documentation & Ticketing
  • Create, update, and maintain accurate documentation in IT Glue , including configurations, procedures, and client environments.
  • Log, manage, and resolve support tickets using ConnectWise , ensuring thorough documentation of troubleshooting steps and resolutions.
Infrastructure & Systems Support
  • Support and maintain Microsoft 365 environments, including Exchange Online, SharePoint, OneDrive, and Teams.
  • Perform advanced troubleshooting for Active Directory, group policy, permissions, and identity-related issues.
  • Assist with network troubleshooting including DNS, DHCP, VPNs, and firewall-related issues.
  • Support Windows servers and virtualized environments, escalating to senior engineers when appropriate.
Client & Stakeholder Engagement
  • Act as a trusted technical resource for the client, providing clear communication and professional guidance.
  • Support executive and leadership users with a high level of discretion and responsiveness.
  • Communicate risks, delays, and recommendations clearly to internal teams and client stakeholders.
Projects & Continuous Improvement
  • Participate in infrastructure upgrades, migrations, onboarding activities, and improvement initiatives.
  • Identify recurring issues and recommend proactive solutions to improve system stability and user experience.
  • Assist Professional Services and Account Management teams with testing and validation of new configurations.
Required Experience & Qualifications
  • 4+ years of experience in a support or systems role; MSP experience strongly preferred.
  • Hands-on experience using ConnectWise for ticketing and service delivery.
  • Strong documentation discipline with IT Glue or similar documentation platforms.
  • Solid understanding of Windows operating systems, Microsoft 365, and Active Directory.
  • Experience supporting network infrastructure and security fundamentals.
  • Ability to work independently onsite while collaborating with remote teams.
Preferred Qualifications
  • Experience supporting mid-market or regulated environments.
  • Exposure to server virtualization and cloud-based infrastructure.
  • Industry certifications (CompTIA, Microsoft, Cisco) are a plus but not required.
What Success Looks Like in This Role
  • You will be the face of the MSP. Clients feel supported, informed, and confident in their IT environment.
  • Tickets and documentation are consistently accurate and up to date.
  • Issues are resolved efficiently with minimal escalation.
  • The Support Engineer is viewed as a reliable, trusted technical partner by both clients and internal teams.
Vacancy posted 1 day ago
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