Tools Support Engineer
Listed on 2026-01-01
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IT/Tech
IT Support, Systems Engineer
Ready to get off the IT machine and come be part of a team where you are more than a cog in the wheel? My IT Crew is the place where everyone gets a voice and new ideas are welcomed. Sound like this could be your new home? Keep reading….
My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it.
- Our clients love us and our satisfaction surveys show it at a consistent 97%
- We are the team who always “has the cool stuff”, we adopt new tools to make us more efficient and allow us to help our clients with best‑in‑class support
- No more asking everyone for help, it’s right at your fingertips. Having documentation that’s useful? That’s us!
- We Listen. Our culture of collaborative meetings and weekly team‑led training will help YOU drive yourself and the company forward.
We are expanding our operations and seeking to grow our team. We have an opening for a Tools Support Engineer to join our team.
About the Role:We are seeking a highly skilled Tools Support Engineer with deep experience in the MSP space to join our growing team. The ideal candidate will have hands‑on expertise with RMM and RPA, along with a strong background in supporting and optimizing tools used across managed services environments.
This role will focus on maintaining, troubleshooting, and enhancing internal platforms and automation tools that drive efficiency, visibility, and performance across client environments. You’ll work closely with our technical teams to ensure tools are functioning optimally and aligned with service delivery goals.
Key Responsibilities:- Serve as the subject matter expert for MSP software's and tools.
- Provide Tier 2/3 support for internal toolsets used by service desk, NOC, and engineering teams.
- Monitor, maintain, and optimize automation platforms and tool stacks (RPA, RMM, PSA, AV, backup, monitoring).
- Develop and maintain custom scripts (Power Shell, Automate scripts, etc.) to improve automation and workflow.
- Collaborate with engineering and operations to roll out tool enhancements, updates, and documentation.
- Manage integrations between Connect Wise Automate, Control, PSA (Manage), and other third‑party solutions.
- Perform health checks, audits, and performance reviews of the toolsets to ensure reliability and effectiveness.
- Assist with onboarding and tool configuration for new clients.
- Document processes, configurations, and troubleshooting guides for internal teams.
Must-Have:
- 3+ years of experience in a technical support or systems/tools engineering role within an MSP.
- Strong, hands‑on experience with an RMM, including agent deployment, scripting, monitoring, and maintenance.
- Experience with scripting languages, particularly Power Shell.
- Solid understanding of Windows Server/Desktop environments, networks, and Active Directory.
- Familiarity with other common MSP tools (e.g., Connect Wise Manage, Screen Connect, ITGlue, Datto, N‑able, Acronis).
- Strong troubleshooting skills and ability to work independently.
Nice-to-Have:
- Experience with API integrations between MSP tools.
- Exposure to automation frameworks and Dev Ops practices.
- Experience with REWST platform or any other RPA Platform
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