We are looking for a skilled and customer-focused MSP Support Agent (IT Support Engineer) to join our Managed Services team. The ideal candidate will have hands-on experience working in a Managed Service Provider (MSP) environment and will be responsible for providing technical support, troubleshooting issues, and managing IT systems across multiple client environments.
Responsibilities:
- Provide Level 2 / Level 3 technical support to MSP clients.
- Troubleshoot issues related to Windows, Microsoft 365, networking, and endpoints.
- Monitor and manage systems using RMM and PSA tools.
- Respond to service desk tickets, phone calls, and remote support requests.
- Install, configure, and maintain workstations, servers, and network devices.
- Manage Active Directory, including user accounts, permissions, and Group Policies.
- Support Microsoft 365 services including Exchange, Teams, SharePoint, and OneDrive.
- Perform patch management, backup monitoring, and security checks.
- Provide Azure administration, including web apps, databases, user creation, and role/permission management.
- Support and troubleshoot VoIP systems such as Horizon, Gamma, and Webex.
- Document solutions and maintain accurate ticket notes.
- Escalate complex technical issues to senior engineers when required.
- Maintain clear communication and excellent customer service with clients.
Requirements:
- 2+ years of experience in a Managed Service Provider (MSP) environment (Preferred).
- Strong knowledge of Windows 10 / 11, Windows Server, Microsoft 365 / Office 365 and Active Directory
- Experience with Azure administration
- Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, Network troubleshooting & VPN
- Experience with RMM tools (e.g., Action1, N-Able, Datto).
- Experience with ticketing systems / PSA tools.
- Experience with Backup solutions, Security tools / EDR, VoIP systems (Horizon, Gamma, Webex) and Firewalls (WatchGuard, SonicWall, Meraki)
Key Competencies:
- Strong problem-solving and troubleshooting skills
- Excellent customer service mindset
- Ability to manage and prioritize multiple support tickets
- Strong documentation and organizational skills
- Ability to work collaboratively within a te
