- At least five years of continuous professional IT experience.
- At least one year of experience working in a managed service provider (MSP) environment.
- Strong working knowledge of networking, including firewalls, VLANs, VPNs, routing, and switching.
- Hands-on experience administering Windows Server and Microsoft 365 environments.
- Experience with Microsoft Entra ID, Exchange Online, Intune or other mobile/device management platforms, and endpoint management.
- Experience using remote monitoring and management (RMM) and professional services automation (PSA) platforms.
- Practical understanding of cybersecurity fundamentals, including identity and access control, endpoint protection, patching, and secure system configuration.
- Strong troubleshooting and problem-solving skills across multiple client environments.
- Ability to manage priorities, work independently, and take ownership of assigned issues and projects.
- Clear written and verbal communication skills, including the ability to explain technical issues to clients.
Technical Escalation and Troubleshooting
- Serve as the senior escalation point for issues frontline technicians cannot resolve.
- Troubleshoot complex problems across networks, servers, endpoints, identity, and cloud environments.
- Identify root causes and implement lasting solutions.
- Use sound judgment during high-impact incidents and service disruptions.
Project Engineering and Infrastructure
- Lead client projects, including migrations, deployments, upgrades, and system improvements.
- Configure systems for reliability, performance, and security.
- Plan changes to minimize disruption.
- Document configurations, projects, and resolutions.
Security and Best Practices
- Apply security best practices when configuring and troubleshooting client environments.
- Understand identity and access controls, endpoint protection, patch management, and security risks.
- Identify suspicious activity and weaknesses, escalating concerns as needed.
- Support client security and compliance requirements.
Client Communication and Service Delivery
- Communicate technical issues, project progress, risks, and solutions to clients.
- Explain complex concepts clearly to technical and non-technical audiences.
- Set expectations and provide timely updates.
- Document work accurately and communicate outcomes.
Teamwork and Continuous Improvement
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Work independently while keeping the team informed.
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Collaborate with technicians and engineers to resolve escalations and improve service.
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Share knowledge and promote consistent troubleshooting and documentation.
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Recommend improvements to processes, standards, and efficiency.
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Experience supporting clients in regulated industries, such as defense contracting, financial services, or insurance.
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Familiarity with compliance frameworks and requirements, including CMMC, NIST SP 800-171, GLBA, or the FTC Safeguards Rule.
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Relevant certifications in Microsoft, CompTIA, Cisco, or Meraki technologies.
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Experience leading complex migrations, infrastructure upgrades, or other client engineering projects.
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Experience with security monitoring, endpoint detection and response (EDR), application control, or identity security solutions.
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Experience with scripting, automation, and technical standardization initiatives.
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Resolves complex escalations independently and knows when to involve others.
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Delivers reliable, secure technical solutions that address root causes rather than temporary symptoms.
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Completes client projects with clear documentation and minimal operational disruption.
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Communicates proactively and builds trust with clients and colleagues.
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Takes ownership of technical issues, follows through on commitments, and contributes to continuous improvement.
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