Client Services/IT Support Engineer – Microsoft 365, MSP

• Direct Hire
• Location: Onsite in Fort Worth
• Salary Range: $75-100K, DOE

Target Profile:

• Strong hands-on Level 3 Support experience with modern Microsoft technologies – M365, Entra ID, Azure, etc.
• MSP, IT consulting or similar multi-client service organization background is strongly preferred
• Technical + Business/Sales Acumen – energetic/outgoing
• Ability to solve problems, as well as recognize opportunities (add value, upsell services, HW/SW resell), build/grow client relationships, track billable hours, SLAs, etc.
• Will help build the managed IT services clients
• Must be resourceful, able to find solutions (i.e. high level of comfort & frequency utilizing AI)

Overview:

The Client Services/Technology Support Specialist is the 1st POC for managed services clients and is responsible for:

• Owns assigned client tickets from intake through closure, triaging Level 1 requests, resolving Level 2 issues independently, and driving Level 3 escalations to root cause.
• Serves as a primary technical contact for a defined book of client accounts through the ticketing system, phone, email, remote sessions, and scheduled onsite visits.
• Administers client Microsoft 365 tenants, including Exchange Online, SharePoint Online, Teams, OneDrive, Defender, Intune, licensing, permissions, groups, and security policies.
• Manages Microsoft Entra ID user lifecycle, access controls, Conditional Access, Multi-Factor Authentication, and authentication failures, including onboarding and offboarding across multiple tenants.
• Diagnoses Level 3 network and infrastructure faults involving DNS, DHCP, TCP/IP, VPN, firewalls, switching, and wireless, and works carrier and vendor cases through to resolution.
• Documents every incident, diagnostic step, resolution, and client conversation in the PSA platform, and records billable time accurately and daily.
• Advises clients on practical improvements to security, reliability, and productivity, and identifies services, licenses, and upgrades that address real gaps in their environment.

Qualifications:

• 5+ years of hands-on technical support experience in modern technology, Microsoft-centric business environments, with demonstrated Level 3 support capability : root-cause analysis, ownership & resolution of escalation issues.
• 3+ years with a managed service provider, IT consultancy, or comparable multi-client service organization .
• This role requires prior experience carrying a book of client accounts, tracking billable time, and working to service-level commitments.
• Hands-on administration of Microsoft 365 and Microsoft Entra ID across multiple tenants, including Exchange Online, SharePoint Online, Teams, OneDrive, Defender, Intune, licensing, permissions, groups, Conditional Access, and Multi-Factor Authentication.
• Troubleshooting depth across Windows and macOS endpoints, remote users, cloud applications, printers, mobile devices, DNS, DHCP, TCP/IP, VPN, wireless networking, and firewalls.
• Working proficiency with PSA and RMM tooling, including ticket documentation, time entry, escalation handling, and asset and alert management.
• Ability to explain technical problems, options, and trade-offs to non-technical business owners and staff, both in writing and by phone.