MSP IT Support Engineer

TIC Business Consultants Ltd is hiring a hands-on MSP IT Support Engineer for a hybrid role based in North Andover, MA. This position supports end users across the Boston area through remote assistance, on-site visits, and rotating on-call coverage.

Role Overview

In this MSP IT support role, you will troubleshoot end user issues, monitor client networks, coordinate and schedule field visits, and provide both remote and on-site support. Support coverage for clients in the Boston area makes the role hybrid, with work split between home-based remote support and on-site client engagements, including ongoing onsite support in many cases.

Responsibilities

• Support and track end user support tickets
• Perform day-to-day troubleshooting for user and environment issues
• Schedule field visits when onsite work is required
• Monitor client networks as part of ongoing service delivery
• Conduct on-site client visits, including onsite project work and onsite client support when needed
• Provide remote support for clients in the Boston area, consistent with a hybrid work model

Required Qualifications

• Degree in Computer Science or equivalent experience
• Must have a reliable car and be able to travel to client locations as required
• Must have high-speed internet connection from home to provide remote support
• Ability to work a rotating on-call shift
• Experience maintaining, troubleshooting, and supporting technology environments
• Understanding of operating platforms, connectivity, security, and information storage
• Strong knowledge of Microsoft operating systems and desktop applications
• Ability to work in a variety of environments, with strong follow-up skills
• Ability to provide detailed documentation and work effectively and independently

Preferred and Helpful Skills

• Knowledge of Microsoft Server OS, Exchange, Active Directory, and DNS (a plus)
• Understanding of domains, TCP/IP, VPN’s, and firewalls (preferred)
• Knowledge of Smart Phones including iPhone, iPad, and ActiveSync
• Experience with VMware, Citrix, and Microsoft Hyper-V (a plus)
• Experience with Microsoft 365 and cloud networks
• Experience with RMM tools such as Datto RMM, NinjaOne, or ConnectWise
• Knowledge of ticketing systems including Autotask, ConnectWise, ServiceNow, or Jira
• Familiarity with backup solutions and issue resolution
• Certifications in any CompTIA+ or other training programs are welcome

Technologies

Work may include Microsoft 365 (M365), Windows Operating Systems, malware and virus removal, Veeam, Datto, Datto RMM, Autotask, Active Directory, DHCP/DNS, ESXi/Hyper-V, SonicWALL, Ubiquiti, Cisco, Microsoft Server OS, Exchange, TCP/IP, VPN’s, firewalls, Smart Phones, iPhone, iPad, ActiveSync, VMware, Citrix, Microsoft Hyper-V, cloud networks, NinjaOne, ConnectWise, ServiceNow, Jira, and backup solutions. CompTIA+ knowledge may also be applicable.

Travel Expectations

75% travel is required.

Compensation

Salary range: USD 55,000 to 65,000 per year.

Work Location

Hybrid remote in North Andover, MA.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off