IT Support Engineer-MSP/Customer Facing

Overview

IT Support Engineer- Managed IT Services (MSP)

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

This role is for 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 help improve technology reliability, security, and performance for a variety of small to mid-sized businesses. The role involves 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.

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
• 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