MSP Service Desk Engineer - Hybrid
Job Description: Must have MSP & Healthcare IT experience with requirement of 1-day in officeAbout the Role They are a growing Managed Service Provider seeking a hybrid Service Desk Engineer to join their service delivery team supporting healthcare (orthopedic) clients. This role is ideal for a technically strong, client-facing engineer who thrives in fast-paced environments, values documentation and process, and takes pride in delivering exceptional support. As a Service Desk Engineer, you will be the primary onsite technical resource for your assigned client, working closely with internal service delivery teams to ensure stability, performance, and long-term success of the clients IT environment. You will play a critical role in troubleshooting, infrastructure improvement, documentation, and end-user satisfaction.
Key Responsibilities
Service Delivery & End-User Support
- Provide prompt, professional technical support to end users, ensuring issues are resolved within defined SLAs.
- Troubleshoot hardware, software, and connectivity issues across Windows and macOS environments.
- Serve as the primary onsite escalation point for technical issues requiring hands-on support.
Documentation & Ticketing
- Create, update, and maintain accurate documentation in IT Glue, including configurations, procedures, and client environments.
- Log, manage, and resolve support tickets using ConnectWise, ensuring thorough documentation of troubleshooting steps and resolutions.
Infrastructure & Systems Support
- Support and maintain Microsoft 365 environments, including Exchange Online, SharePoint, OneDrive, and Teams.
- Perform advanced troubleshooting for Active Directory, group policy, permissions, and identity-related issues.
- Assist with network troubleshooting including DNS, DHCP, VPNs, and firewall-related issues.
- Support Windows servers and virtualized environments, escalating to senior engineers when appropriate.
Client & Stakeholder Engagement
- Act as a trusted technical resource for the client, providing clear communication and professional guidance.
- Support executive and leadership users with a high level of discretion and responsiveness.
- Communicate risks, delays, and recommendations clearly to internal teams and client stakeholders.
Projects & Continuous Improvement
- Participate in infrastructure upgrades, migrations, onboarding activities, and improvement initiatives.
- Identify recurring issues and recommend proactive solutions to improve system stability and user experience.
- Assist Professional Services and Account Management teams with testing and validation of new configurations.
Required Experience & Qualifications
- 4+ years of experience in a support or systems role; MSP experience strongly preferred.
- Hands-on experience using ConnectWise for ticketing and service delivery.
- Strong documentation discipline with IT Glue or similar documentation platforms.
- Solid understanding of Windows operating systems, Microsoft 365, and Active Directory.
- Experience supporting network infrastructure and security fundamentals.
- Ability to work independently onsite while collaborating with remote teams.
Preferred Qualifications
- Experience supporting mid-market or regulated environments.
- Exposure to server virtualization and cloud-based infrastructure.
- Industry certifications (CompTIA, Microsoft, Cisco) are a plus but not required.
What Success Looks Like in This Role
- You will be the face of the MSP. Clients feel supported, informed, and confident in their IT environment.
- Tickets and documentation are consistently accurate and up to date.
- Issues are resolved efficiently with minimal escalation.
- The Support Engineer is viewed as a reliable, trusted technical partner by both clients and internal teams.
Required Skills:
- Discretion
- Microsoft 365
- DNS
- Permissions
- Connectivity
- Support
- Steps
- Escalation
- Virtualization
- Resolutions
- Stakeholder Engagement
- Service Delivery
- User Experience
- Healthcare
- Onboarding
- Validation
- Servers
- Active Directory
- Operating Systems
- Account Management
- SharePoint
- Continuous Improvement
- Infrastructure
- Technical Support
- Security
- Troubleshooting
- Windows
- Software
- Testing
- Documentation
- Leadership
- Communication
- Management
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