MSP Service Desk Engineer - Hybrid
24 days ago
Tulsa
Job DescriptionMust have MSP & Healthcare IT experience with requirement of 1-day in officeAbout the Role They are a growing Managed Service Provider seeking a hybrid Service Desk Engineer to join their service delivery team supporting healthcare (orthopedic) clients. This role is ideal for a technically strong, client-facing engineer who thrives in fast-paced environments, values documentation and process, and takes pride in delivering exceptional support. As a Service Desk Engineer, you will be the primary onsite technical resource for your assigned client, working closely with internal service delivery teams to ensure stability, performance, and long-term success of the clients IT environment. You will play a critical role in troubleshooting, infrastructure improvement, documentation, and end-user satisfaction. Key ResponsibilitiesService Delivery & End-User Support * Provide prompt, professional technical support to end users, ensuring issues are resolved within defined SLAs. * Troubleshoot hardware, software, and connectivity issues across Windows and macOS environments. * Serve as the primary onsite escalation point for technical issues requiring hands-on support. Documentation & Ticketing * Create, update, and maintain accurate documentation in IT Glue, including configurations, procedures, and client environments. * Log, manage, and resolve support tickets using ConnectWise, ensuring thorough documentation of troubleshooting steps and resolutions. Infrastructure & Systems Support * Support and maintain Microsoft 365 environments, including Exchange Online, SharePoint, OneDrive, and Teams. * Perform advanced troubleshooting for Active Directory, group policy, permissions, and identity-related issues. * Assist with network troubleshooting including DNS, DHCP, VPNs, and firewall-related issues. * Support Windows servers and virtualized environments, escalating to senior engineers when appropriate. Client & Stakeholder Engagement * Act as a trusted technical resource for the client, providing clear communication and professional guidance. * Support executive and leadership users with a high level of discretion and responsiveness. * Communicate risks, delays, and recommendations clearly to internal teams and client stakeholders. Projects & Continuous Improvement * Participate in infrastructure upgrades, migrations, onboarding activities, and improvement initiatives. * Identify recurring issues and recommend proactive solutions to improve system stability and user experience. * Assist Professional Services and Account Management teams with testing and validation of new configurations. Required Experience & Qualifications * 4+ years of experience in a support or systems role; MSP experience strongly preferred. * Hands-on experience using ConnectWise for ticketing and service delivery. * Strong documentation discipline with IT Glue or similar documentation platforms. * Solid understanding of Windows operating systems, Microsoft 365, and Active Directory. * Experience supporting network infrastructure and security fundamentals. * Ability to work independently onsite while collaborating with remote teams. Preferred Qualifications * Experience supporting mid-market or regulated environments. * Exposure to server virtualization and cloud-based infrastructure. * Industry certifications (CompTIA, Microsoft, Cisco) are a plus but not required. What Success Looks Like in This Role * You will be the face of the MSP. Clients feel supported, informed, and confident in their IT environment. * Tickets and documentation are consistently accurate and up to date. * Issues are resolved efficiently with minimal escalation. * The Support Engineer is viewed as a reliable, trusted technical partner by both clients and internal teams.