IT Support Engineer (MSP)

About the role

We are a fast‑growing American Managed Service Provider looking for a proactive IT Support Engineer to join our remote team. You will be the first point of contact for clients, handling tickets via phone and email while working on EST hours.

Key responsibilities

• Provide Level 1 technical support to clients, troubleshooting Windows OS, hardware, software and networking issues.
• Manage and resolve tickets using ConnectWise RMM and other ticketing platforms.
• Monitor backups, perform basic networking tasks, and ensure hardware/software health.
• Respond promptly to support requests received through phone and email.
• Document all support activities, resolutions, and escalation steps.
• Collaborate with senior engineers for escalations when needed.

Required profile

• Minimum 2 years experience in an MSP environment.
• Proficiency with ConnectWise RMM and Datto backup solutions.
• Strong understanding of Windows operating systems and basic networking.
• Fast, accurate typing and excellent written and verbal communication.
• Customer‑service oriented, able to work under pressure and adhere to EST working hours.

Required skills

• ConnectWise RMM
• Datto
• Windows OS
• Basic networking
• IT troubleshooting
• Ticketing systems (ConnectWise)
• Backup monitoring