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
