Senior IT Support Engineer

Location: Charlotte, NC (Hybrid – Onsite at Client Locations + Remote Support)
Employment Type: Full-Time

About Us

PivIT Strategy is a fast-growing Managed Service Provider (MSP) delivering full-service IT solutions to a diverse portfolio of small and mid-sized businesses. We pride ourselves on being a true partner for our clients, bridging the gap between technology solutions and business outcomes.

As we continue to expand, we’re looking for a highly skilled and versatile IT professional to join our team. This role is ideal for someone who enjoys wearing multiple hats, thrives in fast-paced environments, and wants to be part of a company that values both technical excellence and client relationships.

Position Overview

The Senior IT Support Engineer will serve as a key technical resource for both day-to-day client support and project delivery. This person will handle support tickets, perform onsite client visits, assist with onboarding new clients, and lead small-to-mid-sized projects. While a well-rounded generalist, this role requires strong networking skills (firewalls, routers, switches, configuration, troubleshooting) in addition to experience supporting workstations, servers, cloud, backups and cybersecurity solutions.

This role will have exposure to everything from helpdesk triage to client onboarding and advanced project work.

Key Responsibilities

• Provide Level 2/3 support across client environments, resolving escalated tickets from the support desk.
• Perform onsite client visits for troubleshooting, onboarding, and project work.
• Configure, deploy, and support networking infrastructure (firewalls, routers, switches, wireless).
• Support Windows servers, Microsoft 365, endpoint management, and backup solutions.
• Assist with client onboarding—documenting environments, deploying agents, configuring security policies, and ensuring smooth transitions.
• Participate in small-to-mid-sized projects (e.g., firewall installations, server upgrades, M365 migrations).
• Leverage ConnectWise PSA and RMM tools to manage tickets, monitor client systems, and document work.
• Maintain documentation in ITBoost (or equivalent knowledge systems).
• Build positive relationships with clients, providing both technical expertise and excellent customer service.

Qualifications

Required:

• 3–5 years of IT support experience in an MSP or multi-client environment.
• Bachelor’s or Associate’s degree in Information Technology, Computer Science, Cybersecurity or related field
• Strong networking skills: firewall configuration, routing, switching, VLANs, VPNs, Wi-Fi.
• Proficiency with Windows Server, Server Virtualization, Active Directory, Office 365 administration, and workstation support.
• Experience with RMM/PSA platforms (ConnectWise preferred).
• Excellent troubleshooting skills across servers, networks, and endpoints.
• Strong written/verbal communication and client-facing skills.
• Ability to work independently, manage priorities, and handle a wide variety of tasks.
• Valid driver’s license and reliable transportation for onsite client visits.

Preferred/Bonus:

• Experience with cybersecurity solutions (EDR, SASE, Proofpoint, SentinelOne, etc.).
• Familiarity with backup and disaster recovery platforms.
• Microsoft, Cisco, or CompTIA certifications (MCSA, Network+, CCNA, etc.).

Why Join Us?

• Be part of a fast-growing MSP where your contributions have a direct impact.
• Work across a wide range of technologies, gaining broad exposure and advancing your skills.
• Hybrid role with a mix of remote support and client-facing project work.
• Growth opportunities as we expand our team and service offerings.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave

Work Location: Hybrid remote in Charlotte, NC 28206