Power Consulting Group, Inc. seeks an Experienced Technical Support Engineer to join its NYC based MSP team. The role handles escalated Tier 2 issues across Windows and macOS, Microsoft 365, Google Workspace, networks, and end-to-end device onboarding for multiple client environments. This is a hybrid position in New York City with periodic onsite travel to client sites in the NYC/NJ area.
Overview
The successful candidate will provide Tier 2 support for client users, systems, applications, networks, and cloud services. The role includes troubleshooting Microsoft 365, Entra ID, and Google Workspace, along with managing onboarding and offboarding for users and devices in varied client environments.
Responsibilities
- Provide Tier 2 support for client users, systems, applications, networks, and cloud services.
- Troubleshoot and administer Microsoft 365, Entra ID, and Google Workspace issues.
- Support end-to-end user onboarding and offboarding of users and devices.
- Support macOS devices, ABM related workflows, and Apple MDM managed devices.
- Troubleshoot and support desktop, laptop, network, mobile device, peripheral, and application issues.
- Perform network troubleshooting including DNS, DHCP, VPN, Wi-Fi, LAN/WAN connectivity, and firewall basics.
- Utilize RMM tools to deliver remote support, monitoring, patching, scripting, and endpoint management tasks.
- Maintain accurate ticket notes, time entries, statuses, priorities, and client communication in Autotask.
- Create and improve internal documentation, client-facing notes, SOPs, and knowledge base articles.
- Identify recurring issues and recommend process, documentation, or automation improvements.
- Travel onsite to various clients in the NYC/NJ area to provide on-site support as needed.
Requirements
- Microsoft 365, Azure, Entra ID, Exchange Online, and Google Workspace administration basics
- Strong proficiency in Windows 10/11 and macOS support and troubleshooting
- Desktop and laptop hardware and peripheral troubleshooting
- IP, LAN/WAN, DNS experience and troubleshooting
- MS Office/Office 365 and Google Workspace support and troubleshooting
- Active Directory and domain basics, server environment basics
- Mobile iOS and Android device support and troubleshooting
- MSP help desk experience (2 years) required
- Microsoft 365 Administrator experience (3 years) required
- Professional IT Support experience (3 years) required
- Network+ Certified
- Security+ Certified
- A+ Certified
Technologies
- Microsoft 365, Azure, Entra ID (Azure AD), Exchange Online
- Google Workspace
- Windows 10/11, macOS
- Apple Business Manager (ABM), Apple MDM
- Active Directory, DNS, DHCP, LAN, WAN, VPN
- SonicWall, Intune
- Autotask, DattoRMM
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
- Employee discount
- Flexible spending account
- Health savings account
Work Location
Hybrid role based in New York, NY 10001. The arrangement includes 3 days per week in the NYC office and 2 days remote.
Job Type
Full-time
Compensation
USD 60,000 – 80,000 per year, depending on experience
Experience
- MSP help desk: 2 years required
- Microsoft 365 Administrator: 3 years required
- Professional IT Support: 3 years required
Education
- High school or equivalent preferred
Application Questions
- Have you worked on an internal helpdesk (not outsourced dedicated to a particular client) at a Managed Service Provider (MSP)
- Are you currently Network+ certified?
- Are you currently Security+ certified?
- Do you have hands-on experience supporting both Windows and macOS environments?
- Are you currently A+ certified?
- Do you have experience with Microsoft Entra ID (formerly Azure AD)?
Schedule
8 hour shift
