Reactive Services Engineer

The Reactive Services Engineer is responsible for resolving technical issues reported by clients through the service desk. This position works directly with end users, vendors, and internal team members to restore services quickly and provide a consistently positive support experience.

The ideal candidate is a skilled troubleshooter who can manage multiple priorities, communicate clearly, document thoroughly, and take ownership of technical issues from initial diagnosis through resolution. This role requires strong technical knowledge, sound judgment, and the ability to remain calm and professional in a fast-paced Managed Service Provider environment.

• Respond to and resolve client support requests submitted via Connect Wise PSA.
• Troubleshoot hardware, software, networking, cloud, security, and line-of-business application issues.
• Take ownership of assigned tickets and manage them through resolution, escalation, or vendor coordination.
• Diagnose and resolve issues involving workstations and servers, Microsoft 365 environment and applications, printers and other peripheral equipment, LAN and WAN networks, firewalls, switches, VPN connections, virtual environments, cloud-hosted systems, endpoint security, backups, etc.
• Communicate clearly with clients regarding ticket status, expected next steps, service interruptions, and resolution.
• Identify situations that require escalation to senior engineers, project teams, leadership, or third-party vendors.
• Accurately document troubleshooting steps, configurations, resolutions, and client communications within the ticketing system.
• Create and maintain internal documentation, knowledge base articles, and client-specific technical notes within IT Glue.
• Follow established service desk procedures, security standards, documentation requirements, and escalation processes.
• Participate in an after-hours or on-call rotation when required.
• Identify recurring technical issues and recommend permanent corrective actions.
• Collaborate with proactive services, project, and account management teams to address larger client concerns.
• Maintain accurate time entries and meet established expectations for ticket response, resolution, documentation, and client satisfaction.

• At least five years of experience in IT.
• At least two years of experience providing technical support in a service desk or MSP environment.
• Strong troubleshooting skills across Microsoft operating systems, Microsoft 365, networking, hardware, and business applications.
• Experience administering Microsoft 365, Entra , and Active Directory environments.
• Working knowledge of TCP/IP, DNS, DHCP, VPNs, firewalls, wireless networks, and network troubleshooting.
• Experience using remote monitoring and management, ticketing, documentation, and endpoint security platforms.
• Ability to independently research, diagnose, and resolve technical problems.
• Strong written and verbal communication skills.
• Ability to explain technical information to nontechnical users.
• Strong organizational and time-management skills.
• Ability to prioritize multiple tickets based on urgency, impact, and service-level requirements.
• Commitment to client service, accountability, professionalism, and continuous improvement.

• Previous experience working for a Managed Service Provider.
• Experience with Connect Wise Manage, Connect Wise Automate, Ninja RMM, or similar MSP platforms.
• Familiarity with Power Shell scripting and automation.
• Microsoft, CompTIA, or other relevant technical certifications.

• Average Tickets Closed Per Day
• Average Tickets Worked On Per Day
• Average Response Time
• Customer Satisfaction Score
• Medical, Dental, Vision, and Long-Term Disability paid 100% for employees.
• $10,000 Life Insurance paid for 100% for employees.
• Eligible for 401K at 1 year of service.
• PTO begins at 90 days, two weeks the first year, an additional week is added at the employee's one-year anniversary, an additional week is added at the employee's five-year anniversary.

• 8:00AM - 5:00PM Eastern Time
• Monday - Friday
• On call rotation

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

• IT: 5 years (Required)
• Managed Service Provider: 2 years (Required)