MSP Service Desk Engineer - Hybrid

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Job Description:

Must have MSP & Healthcare IT experience with requirement of 1-day in officeAbout the Role
They are a growing Managed Service Provider seeking a hybrid Service Desk Engineer to join their service delivery team supporting healthcare (orthopedic) 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.

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.
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.
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.
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.
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.
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.
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.
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.