IT Support Engineer-MSP/Customer Facing

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  • Warwick, RI
  • $80,000-90,000 per year
  • Permanent
  • Full-time
  • 6 days ago
  • Apply easily
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

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