MSP Support Agent (IT Support Engineer)

Job Title: MSP Support Agent (IT Support Engineer)

Job Overview

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.

In this role, you will support client infrastructure, maintain systems, resolve technical issues, and ensure smooth day-to-day IT operations while delivering excellent customer service.

Key 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.

Required Skills & Qualifications

• 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 team