IT Support Engineer

Bluff City, United States | Posted on 10/02/2026

We are seeking an experienced IT Support Engineer to join our Managed Service Provider (MSP) team. This position is responsible for providing technical support across a variety of client environments, including troubleshooting complex issues that require deeper investigation and technical expertise.

The IT Support Engineer will work with desktops, servers, networks, Microsoft 365 environments, cloud services, security platforms, and other business technologies used by our clients. This role requires strong troubleshooting skills, technical ownership, clear communication, and the ability to manage multiple client issues in a fast-paced MSP environment.

The ideal candidate is comfortable independently investigating technical problems, identifying root causes, implementing solutions, and determining when an issue requires escalation to another engineer, vendor, or specialized resource.

• Provide technical support for desktops, laptops, servers, networks, applications, and other client technology.
• Troubleshoot and resolve complex or escalated technical issues across client environments.
• Take ownership of assigned tickets from initial investigation through resolution and client follow-up.
• Troubleshoot Windows desktop and Windows Server operating systems, hardware, software, peripherals, and system performance issues.
• Administer and troubleshoot Microsoft 365 services including Exchange Online, Microsoft Entra , One Drive, SharePoint, authentication, and user account issues.
• Manage and troubleshoot Active Directory, Group Policy, DNS, DHCP, permissions, user accounts, security groups, and related Windows infrastructure.
• Diagnose network connectivity issues involving TCP/IP, DNS, DHCP, VLANs, switches, wireless networks, firewalls, VPNs, and internet connectivity.
• Assist with the administration and troubleshooting of virtualized environments, including VMware and Hyper‑V.
• Utilize Remote Monitoring and Management (RMM), remote access, ticketing, documentation, endpoint management, and other MSP platforms to support client environments.
• Assist with endpoint security, patching, access controls, MFA, security software, and remediation of identified vulnerabilities or configuration issues.
• Recognize and appropriately escalat potential cybersecurity incidents, suspicious activity, or security‑related concerns.
• Perform new computer deployments, workstation replacements, software installations, system migrations, and user configuration.
• Support printers, mobile devices, business applications, and other technology used within client environments.
• Provide remote and onsite technical support as required.
• Investigate recurring issues to identify root causes and implement long‑term solutions rather than temporary workarounds whenever possible.
• Maintain accurate and detailed ticket documentation, including troubleshooting performed, resolution steps, root cause when identified, and client communication.
• Create and maintain internal technical documentation and knowledge base articles when appropriate.
• Communicate directly with clients regarding technical issues, expectations, progress, and resolution in a professional and understandable manner.
• Prioritize multiple support requests based on urgency, business impact, service requirements, and client needs.
• Collaborate with other engineers and technical staff on projects, escalations, infrastructure changes, and complex troubleshooting.
• Assist with IT infrastructure maintenance, upgrades, migrations, deployments, and technology projects.
• Follow established technical standards, documentation procedures, security practices, and service delivery processes.
• Continually develop technical knowledge and stay current with…