Sr Systems MSP Engineer, AI-Enabled Service Delivery (Hybrid)

Modern IT•La Verne, CA

1d•$110,000 - $130,000•Hybrid

About The Position

Modern IT is a platform-centric managed services provider that propels businesses into the digital age through strategic partnerships with Microsoft and ConnectWise. This role exists within the Reactive Operations Center (ROC), which is central to the client experience and directly impacts service quality and long-term relationships. The AI era requires a new kind of service engineer who can troubleshoot deeply, think systematically, mentor others, and collaborate with AI architects to leverage AI for automation, prediction, improved documentation, and better client outcomes. This role is for a senior technical leader who seeks to improve IT service delivery, identify patterns, mentor teammates, and build a smarter, calmer, and more scalable service model. It offers meaningful access to AI and the opportunity to build with it as part of real service delivery, working alongside AI architects and service leaders to enhance the experience for both clients and engineers.

Requirements

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 supporting Microsoft 365 environments, including Exchange, SharePoint, Teams, Entra ID, identity/access issues, endpoint troubleshooting, and tenant-level administration.
Solid networking fundamentals, including TCP/IP, VLANs, routing, firewalls, wireless, VPNs, DNS, DHCP, and WAN/LAN troubleshooting.
Hands-on experience working in ConnectWise PSA or a comparable PSA/RMM environment, with strong ticket hygiene, documentation, time entry, categorization, and workflow discipline.
Ability to communicate clearly with clients during urgent or ambiguous incidents, including setting expectations, explaining impact, and maintaining confidence.
Strong documentation discipline, including clear ticket notes, resolution details, knowledge base contributions, root cause findings, and repeat issue tracking.
Demonstrated ability to identify recurring issues, improve processes, and contribute to standards, automation, or permanent fixes.
Curiosity and practical interest in using AI, automation, and modern tools to improve service delivery, documentation, knowledge retrieval, and issue prevention.

Nice To Haves

Microsoft platform certifications: Microsoft 365 Administrator Expert, Azure Administrator Associate, Endpoint Administrator Associate, Identity and Access Administrator Associate, Security Operations Analyst Associate.
AI and automation certifications: Azure AI Fundamentals, Power Platform Fundamentals, Microsoft Applied Skills related to Copilot, Power Automate, Azure AI, AI agents, or automation workflows.
Networking certifications: CCNA, Network+, UniFi/Ubiquiti Academy, Cisco Meraki, or equivalent networking training.
Service operations certifications: ConnectWise University, ConnectWise PSA certification, or equivalent hands-on ConnectWise service operations experience.

Responsibilities

Own reactive support incidents from intake through resolution, ensuring clear triage, prioritization, communication, documentation, and follow-through, both remotely and on-site.
Provide technical leadership for complex issues across Microsoft 365, endpoints, networking, identity, access, and client environments, both remotely and on-site.
Lead client communication during incidents by setting expectations, providing proactive updates, and maintaining confidence throughout the resolution process.
Identify recurring issues, service patterns, and root causes that should become documentation, standards, automation, or permanent fixes.
Create and improve knowledge base articles, ticket documentation, troubleshooting guides, and client-specific support notes.
Maintain high-quality PSA data in ConnectWise, including notes, time entries, categorization, statuses, resolution details, and next steps.
Support ROC team consistency by mentoring teammates, sharing knowledge, reinforcing process discipline, and helping reduce unnecessary escalations.
Partner with leadership and AI architects to turn real service patterns into practical AI, automation, documentation, and prevention improvements.
Actively use and help shape AI-enabled service delivery, including ticket analysis, summarizing technical work, strengthening documentation, identifying recurring patterns, supporting knowledge retrieval, and surfacing opportunities for automation.

Benefits

Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options)
Coverage effective Day 1
Modern IT contributes toward employee and dependent premiums
Basic Life and AD&D insurance
Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children)
Long-Term Disability insurance (employer-sponsored; effective after 3 months)
Optional Dental and Vision insurance (effective Day 1 if elected)
Medical Flexible Spending Account (FSA)
Health Savings Account (HSA) for HDHP participants
Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination)
Employee Assistance Program (confidential counseling and resources)
Additional Voluntary Benefits: Critical Illness, Accident, and Disability coverage
Perks at Work (discounts on travel, electronics, home goods, etc.)
Adoption Assistance Program (up to $1,500 reimbursement)
Commuter Benefits Program (pre-tax transit/parking)
80 hours of PTO per anniversary year (for new full-time employees)
6 paid sick days per anniversary year
7 paid company holidays
Up to 2 floating holidays per calendar year
401(k) plan with employer match