About the Role
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.
