IT Support Engineer

Overview

As part of our Managed IT group, you will provide technical support and ongoing operational management for a diverse portfolio of clients who rely on us as their outsourced IT partner. Your role centers on proactively monitoring backups, infrastructure, firewalls, servers, and user devices to anticipate issues before they escalate. You’ll be responsible for resolving technical concerns efficiently, identifying recurring patterns, and minimizing downtime across customer environments.

Key Responsibilities

• Deliver consistent, proactive managed services to assigned client accounts.
• Monitor and act on alerts, incidents, and escalations across various systems and networks—from initial login to full resolution.
• Perform ongoing Network Operations Centre (NOC) monitoring and health checks.
• Oversee backup systems, verify successful runs, and manage any failures or recovery tasks.
• Manage and optimize endpoints, including AV solutions and device health.
• Execute patching for Windows, macOS, Linux, and supported third-party applications.
• Plan and control maintenance windows to minimize operational risks and service impact.
• Track, update, and manage tickets within the service platform.
• Review and interpret system events to reduce noise, false positives, and future incidents.
• Support administrative processes such as onboarding new clients or modifying existing service setups.
• Assist in automating workflows and enhancing monitoring tools and processes.
• Complete daily operational checklists and service routines.
  
  

• Experience with cloud ecosystems such as Microsoft 365, Google Workspace, and Microsoft Azure.
• Background in monitoring systems using RMM platforms or professional monitoring tools.
• Strong capability in supporting or managing Microsoft-based networks and related technologies.
• Familiarity with backup, continuity, and disaster recovery solutions (e.g., Kaseya Spanning, Acronis, Axcient).
• Basic understanding of macOS and iOS devices, plus general mobile device troubleshooting (HTC, Google, Samsung, etc.).
• Solid knowledge of Microsoft Server and desktop operating systems.
• Process-oriented mindset with the ability to follow and improve procedures.
• Clear and friendly communication style, especially when explaining technical issues to non-technical users.
• Experience using monitoring metrics to diagnose and resolve recurring problems.
• Strong prioritization skills, especially under time pressure.
• Excellent written communication for customer emails and documentation.
• Ability to collaborate on complex issues while also working independently on installations or project tasks.
  
  

• 5+ years in a similar technical support or managed services role.
• Experience with Microsoft, Google, and Kaseya toolsets.