MSP Field Support Engineer
About The Position
A well-established New York City managed services provider is seeking a client-facing Field Support Engineer to support multiple client environments remotely and onsite. The role involves troubleshooting end-user and basic infrastructure issues, traveling to client offices throughout Manhattan, and serving as a dependable point of contact for users. It suits someone with prior MSP experience who is ready to develop beyond end-user support. The company promotes internally and offers potential advancement into senior systems administration, systems engineering, network/infrastructure engineering, and advanced consulting or project engineering roles. The position emphasizes customer service and professional communication alongside technical capability. The engineer should build rapport, communicate clearly with technical and non-technical users, remain composed with frustrated users, and take ownership of issues through resolution or escalation. The role is full-time in Manhattan/New York City, with compensation up to $65,000 per year plus benefits.
Requirements
- Previous professional MSP experience is required.
- At least 2 years of IT support, desktop support, help desk, field technician, or similar experience.
- Experience supporting multiple clients or customer environments.
- Hands-on Microsoft 365 experience.
- Active Directory and/or Entra ID administration experience.
- Strong Windows troubleshooting skills.
- Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switches, and routers.
- Experience with remote support and ticketing systems.
- Ability to regularly travel to client sites throughout Manhattan.
- Strong communication, professionalism, and customer-service instincts.
Nice To Haves
- Experience with ConnectWise, Autotask, or HaloPSA.
- Experience with IT Glue.
- Experience with Datto or other RMM tools.
- Experience with Microsoft Intune, Exchange Online, Group Policy, or Windows Server.
- Experience with firewalls, switches, and wireless networks.
- Executive/VIP support experience.
- Experience in financial-services or professional-services environments.
Responsibilities
- Provide remote and onsite IT support across multiple client environments.
- Travel to client locations throughout Manhattan for scheduled visits and hands-on troubleshooting.
- Support Windows and macOS desktops, laptops, printers, peripherals, and business applications.
- Administer and troubleshoot Microsoft 365 environments.
- Assist with Active Directory and Entra ID accounts, permissions, groups, and access.
- Handle employee onboarding and offboarding.
- Troubleshoot Outlook, Teams, OneDrive, and other Microsoft applications.
- Diagnose basic networking issues involving DNS, DHCP, TCP/IP, VPNs, Wi-Fi, and LAN connectivity.
- Deploy and configure workstations, laptops, monitors, docking stations, and other end-user technology.
- Troubleshoot hardware and connectivity issues that cannot be resolved remotely.
- Document client environments, troubleshooting steps, and resolutions accurately.
- Manage and update tickets through the company’s PSA/ticketing platform.
- Escalate advanced systems and network issues to senior engineering resources.
- Keep clients informed throughout troubleshooting.
- Assist senior engineers with projects and infrastructure work as technical skills grow.
- Build rapport with users, explain issues and solutions in plain language, listen carefully, and communicate with technical and non-technical people.
- Stay calm and professional with frustrated users, work comfortably with executives and senior client contacts, and take ownership of issues until resolved or properly escalated.
- Present professionally in client environments.
Benefits
- Benefits are offered; specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
