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