IT Support Engineer-MSP/Customer Facing

IT Support Engineer– Managed IT Services (MSP)

Location: Rhode Island or Southeastern Massachusetts (Local Travel Required)

About the Role:

Are you a hands-on IT professional with strong experience in Windows environments, networking, and client support? Join a fast-paced, client-focused Managed Services Provider (MSP) as a Systems Analyst on the Proactive Support Team, where you’ll play a key role in improving technology reliability, security, and performance for a variety of small to mid-sized businesses.

This role involves both on-site and remote infrastructure assessments, proactive system alignment, documentation management, and client engagement. You’ll be the technical point of contact and internal subject matter expert for each assigned client.

Key Responsibilities:

• Perform on-site technical assessments and proactive audits across security, servers, workstations, backups, and networking
• Identify and remediate misalignments based on internal MSP best practices and industry standards
• Serve as the go-to technical resource for assigned clients and develop long-term, trust-based relationships
• Maintain and update system documentation and configurations
• Review and test backup solutions; assist in disaster recovery readiness
• Collaborate with vCIOs, service desk, and project teams to maintain client satisfaction and reduce reactive issues
• Track recurring problems and contribute to the overall improvement of the client environment
• Participate in after-hours on-call rotation and provide high-quality client support when needed
• Log time entries and maintain accurate documentation daily

Qualifications:

• 3–5+ years in a client-facing IT support or systems engineering role, preferably in an MSP or multi-client environment
• Advanced knowledge of:
• Windows Server (all versions) and Desktop OS
• Active Directory, Group Policy, Exchange, Office 365
• Networking (TCP/IP, subnets, DNS, DHCP)
• Firewalls (SonicWall, Fortinet), VPNs, routers, switches, and wireless systems
• Virtualization technologies (Hyper-V preferred)
• Azure Cloud, remote access tools, backup/recovery solutions
• SAN storage systems, malware removal, and patch management

Soft Skills & Attributes:

• Strong interpersonal and client-facing communication skills
• Self-starter with strong troubleshooting and analytical skills
• Detail-oriented and highly organized
• Comfortable working both independently and as part of a collaborative team
• Able to multitask, prioritize, and handle pressure in a dynamic, fast-paced environment
• Willingness to work outside normal business hours if needed