Senior Support Engineer

Salary: $2,500 - $2,800

Working Schedule: Monday through Friday, 9:00 AM 6:00 PM Central Time

Employer: MSP company operating in Austin, Texas

Benefits:

• 13th Month Pay

• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)

• Personal Time Off (After a 90-day probationary period)

• Internet Allowance

Overview:

We are seeking a Senior Support Engineer. This role is responsible for handling escalated help desk tickets and project work for our managed service provider (MSP). The ideal candidate is a strong troubleshooter who can independently resolve advanced issues across servers, networking, cloud platforms, and applications, while also mentoring Level 1 and Level 2 staff.

Responsibilities:

Handle escalated tickets that go beyond Level 1/2 scope.

Troubleshoot and resolve complex issues across servers, networking, firewalls, cloud platforms, and end-user systems.

Participate in client projects such as server builds, firewall deployments, cloud migrations, and virtual desktop deployments.

Administer and maintain virtualization platforms (Hyper-V preferred).

Configure, manage, and troubleshoot firewalls (WatchGuard strongly preferred).

Support and manage core services including Active Directory, DNS, DHCP, GPO, and print services.

Manage and support Microsoft 365 services (Exchange Online, SharePoint, Teams, Intune).

Configure and troubleshoot Azure Virtual Desktop (AVD) environments.

Provide support and administration for Google Workspace environments.

Mentor junior staff, guiding them through troubleshooting processes to build their skills.

Document solutions and contribute to internal knowledge base articles.

Collaborate closely with the US-based team, aligning work to client priorities.

Qualifications:

Strong troubleshooting skills with proven ability to resolve advanced technical issues.

MSP or multi-client IT experience strongly preferred.

Proficiency with Microsoft server technologies and Hyper-V.

Experience with Microsoft 365 administration (Exchange, Teams, SharePoint, Intune).

Knowledge of Azure AVD configuration and support.

Familiarity with Google Workspace administration.

Experience with firewall configuration and troubleshooting (WatchGuard preferred).

Strong knowledge of Active Directory, DNS, DHCP, GPO, and related services.

Effective written and spoken English communication skills.

Experience mentoring or training junior staff preferred.

Relevant certifications (MCSA, Microsoft 365 Certified: Modern Desktop Administrator Associate, Network+, Security+, firewall certifications) are a plus.

Key Attributes:

Independent problem solver who owns issues until resolved.

Natural mentor, able to explain troubleshooting approaches to junior staff.

Comfortable balancing help desk tickets with project assignments.

Thrives in a dynamic MSP environment with varied client systems.