IT Support Engineer

Role Summary

This role will be responsible for ensuring system reliability, security, and performance through server management, monitoring, patching, backup and disaster recovery, and automation.

The ideal candidate will also serve as a Tier 2/3 technical escalation point, troubleshooting complex server and network issues and using scripting and automation to improve operational efficiency.

Role and Responsibilities

• Server & Infrastructure Management: Maintain, configure, and troubleshoot virtualized and physical servers (Windows, Azure, or VMware) hosted locally or in the cloud.
• Remote Monitoring & Management (RMM): Oversee RMM tools to track server health, system performance, and network alerts across multiple client accounts simultaneously.
• Patch Management: Deploy, test, and verify operating system and third-party software updates to ensure client cybersecurity compliance.
• Backup & Disaster Recovery: Administer centralized backup infrastructure (such as Veeam or Datto) to run regular backups, test data integrity, and handle recovery escalations.
• Automation & Scripting: Write scripts (PowerShell, Python) or use automation tools (like Rewst or ImmyBot) to automate repetitive maintenance tasks and ticketing resolutions.
• Escalation Support: Serve as a higher-tier technical escalation point for the general help desk or service desk when complex server or network problems arise.

Qualifications

• Technical Experience: 2+ years working with Windows Server, Active Directory, Entra ID, VMware/Hyper-V, and cloud platforms like Microsoft Azure.
• MSP Software Mastery: Familiarity with RMM tools (ConnectWise Automate, Datto) and Professional Services Automation (PSA) platforms.
• Certifications: Industry credentials like CompTIA Server+, Network+, Microsoft Certified Azure Administrator, or Veeam Certified Engineer (VMCE).
• Problem-Solving: Strong analytical capabilities to diagnose background alerts and resolve root-cause issues before the client notices downtime.
• Ability to work in a fast-paced, high-volume environment

Core Focus in Team Structure

• Customer Experience & Intake
• First-call resolution
• Ticket quality and proper escalation

Success Metrics

• First call resolution rate
• Ticket accuracy and documentation quality
• SLA adherence (response times)
• Customer satisfaction

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.