Desktop Support Analyst Engineer Jobs

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Senior IT Support Engineer (Tier 2/3)

I.T. WORKS! Inc. West Barnstable, MA

West Barnstable, MA

Today

$80k - $100k/yr Full time Senior Active Directory Azure

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Job Description

The Senior IT Support Engineer (Tier 2/3) role at I.T. WORKS! Inc. is an in-person position based in West Barnstable, MA, focused on advanced troubleshooting and escalated client support within an MSP environment. The role also contributes to infrastructure and project work, including deployments and migrations.

Role Responsibilities

Own issues that require additional time or technical depth beyond the frontline Support Team.
Troubleshoot and resolve problems involving Windows desktops and servers.
Troubleshoot and resolve problems involving Active Directory and Group Policy.
Troubleshoot and resolve problems involving Microsoft 365 and Exchange.
Troubleshoot and resolve problems involving Microsoft Entra ID and Azure environments.
Troubleshoot and resolve problems involving firewalls, switches, VLANs, and VPNs.
Troubleshoot and resolve problems involving DNS and network connectivity.
Troubleshoot and resolve problems involving backup and recovery systems.
Troubleshoot issues involving business applications and third-party software.
Troubleshoot hardware and infrastructure issues.
Take ownership of escalated tickets and help engineers troubleshoot difficult issues.
Share knowledge, mentor team members, and help identify recurring problems and improvement opportunities.
Work directly with clients and keep them informed throughout an issue.
Assist frontline support when escalation volume allows.
Perform onsite client work when needed.
Collaborate with the Project Team on server deployments and migrations, network and firewall upgrades, Microsoft 365 and cloud migrations, infrastructure replacements, backup and disaster recovery improvements, and client technology standardization.
Participate in an on-call rotation, including occasional weekends.
Occasionally travel to client locations.

Required Qualifications

4+ years of professional IT support experience.
Strong troubleshooting skills for Windows workstations and Windows Server.
Working knowledge of Active Directory.
Microsoft 365 administration experience.
Networking knowledge including TCP/IP, DNS, DHCP, VLANs, and VPNs.
Experience troubleshooting firewalls and network connectivity.
Ability to independently investigate and resolve unfamiliar technical problems.
Strong written and verbal communication skills, including professional client communication.
Strong documentation habits.
Ability to commute to the West Barnstable, MA office.

Technologies

Windows
Active Directory
Group Policy
Microsoft 365
Exchange
Microsoft Entra ID
Azure
Firewalls
DNS
TCP/IP
DHCP
VLANs
VPNs
Backup and recovery systems
macOS
AI technologies and tools
CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA Server+, CompTIA Cloud+
Cisco / CCNA
Microsoft Certified: Azure Fundamentals

Benefits

Health insurance
401(k) with company match
Life insurance
Long-term disability insurance
Paid time off
Incentive compensation through the Works Perks program
Paid additional compensation for participation in the on-call rotation
Opportunities to grow into additional Project Team responsibilities
401(k) matching
Dental insurance
Tuition reimbursement
Vision insurance

Nice to Have

CompTIA A+, Network+, Security+, Server+, or Cloud+
Microsoft 365
Microsoft Azure / Entra ID
Cisco / CCNA
Firewall platforms
Backup and disaster recovery
macOS support and integration
AI technologies and tools

Compensation

Salary: $80,000 to $100,000 per year, based on experience and technical background. On-call work is compensated in addition to salary.

Schedule and Work Location

Full-time
Monday through Friday
8-hour shift
On-site in West Barnstable, Massachusetts
On-call rotation with occasional weekends
Occasional travel to client locations
Shift availability: Day Shift (Required), Night Shift (Required), Overnight Shift (Preferred)

Application Questions

Have you worked for a managed services provider before?
Do you understand that this is an in-office position?
Do you live within 50 miles of West Barnstable, MA?

Experience, Certifications, and Commuting

MSP experience: 4 years (Preferred)
Education: High school or equivalent
Certifications (Preferred): CompTIA A+, CompTIA Network+, Microsoft Certified: Azure Fundamentals
Ability to commute: West Barnstable, MA (Required)

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