Sr Systems MSP Engineer, AI-Enabled Service Delivery; Hybrid

About Modern IT

Modern IT is a platform-centric managed services provider that helps businesses thrive through strategic partnerships with Microsoft and Connect Wise. With a global clientele and a distributed team, Modern IT focuses on informing, inspiring, and enabling clients to move forward by prioritizing services over servers, training and trust over technology, and human-centered processes over hardware.

The Reactive Operations Center (ROC) owns critical moments that directly affect service quality and client relationships. This role is internally known as ROC L2 and externally understood as a Senior MSP Systems Engineer. The team seeks senior-level talent who combine technical depth with business awareness, strong communication, and a passion for improving service delivery. The AI era requires troubleshooting depth, systematic thinking, mentorship, and collaboration with AI architects to turn patterns into automation and better client outcomes.

This role is for a senior technical leader who has seen enough reactive IT to know there is a better way. You may be the go-to person when tickets are complicated, clients need clarity, or the team needs calm technical leadership. You enjoy solving technical problems and care about the human experience behind issues.

You want to identify patterns, improve systems, mentor teammates, and help build a smarter, calmer, and more scalable service model. You will work with AI to enhance service delivery and build with it as part of real service delivery.

If you are energized by deep technical problem-solving, continuous learning, client trust, and reinventing frontline IT for the AI era, this role is for you.

• Calm, reliable, and scalable service experience for clients and engineers.
• Client environments become quieter and more stable with ROC-driven benchmarks for fewer than 0.25 reactive hours per user per month and fewer than 0.25 tickets per user per month.
• More than 80% of eligible reactive incidents resolved the same day without compromising quality or documentation.
• Clients feel informed and confident with proactive, clear, and trust-building communications throughout the incident lifecycle.
• Knowledge compounds across the ROC, improving documentation and reducing dependency on tribal knowledge.
• AI and automation create real service leverage by identifying patterns, improving documentation, and preventing issues before they become tickets.

• Own reactive support incidents from intake through resolution, with clear triage, prioritization, communication, documentation, and follow-through, remotely or on-site.
• Provide technical leadership for complex issues across Microsoft 365, endpoints, networking, identity, access, and client environments.
• Lead client communication during incidents by setting expectations and maintaining confidence.
• Identify recurring issues and patterns to become documentation, standards, automation, or permanent fixes.
• Create and improve knowledge base articles, ticket documentation, troubleshooting guides, and client-specific notes.
• Maintain high-quality PSA data in Connect Wise, including notes, time entries, categorization, statuses, resolution details, and next steps.
• Mentor teammates, reinforce process discipline, and reduce unnecessary escalations.
• Partner with leadership and AI architects to translate service patterns into AI-enabled improvements.

This role actively uses and shapes AI-enabled service delivery, leveraging AI to improve ticket analysis, summarize work, strengthen documentation, identify recurring patterns, support knowledge retrieval, and surface automation opportunities. The goal is to augment, not replace, engineering judgment with better tools and insight.

Must Have

• 6+ years of experience in technical support, managed services, or a similar client-facing IT environment.
• Proven ability to own complex incidents from intake through resolution in a fast-paced, high-volume service environment.
• Strong hands-on experience with Microsoft 365 environments (Exchange, SharePoint, Teams, Entra , identity/access issues, endpoint troubleshooting, tenant administration).
• Solid networking fundamentals (TCP/IP, VLANs, routing, firewalls, wireless, VPNs, DNS, DHCP, WAN/LAN troubleshooting).
• Experience in Connect Wise PSA or equivalent PSA/RMM environment with strong ticket hygiene and documentation.
• Clear client communication during urgent incidents, setting expectations and explaining impact.
• Strong documentation discipline and knowledge base contributions, root cause findings, and repeat issue tracking.
• Ability to identify recurring issues, improve processes, and contribute to automation or permanent fixes.
• Curiosity and practical interest in using AI and modern tools to improve service delivery.

Preferred Certifications & Platform Experience

• Microsoft platform:
  Microsoft 365 Administrator Expert, Azure Administrator Associate, Endpoint Administrator Associate,…