Support Engineer

Baltimore, NY
United States
Job Description


MSPNetworks is a rapidly growing technology services provider that serves the needs of small and mid-sized businesses in the New York Metro area with a focus on Educational and Not for Profit verticals.  Conveniently located on Long Island, NY, our Team of IT Experts will consult, design, and implement solutions to meet the needs of organizations looking for a trusted business partner with an unwavering commitment to success.  Travel will be throughout the 5 Boroughs.

MSPNetworks is looking for exceptional, highly motivated, team orientated professionals who are eager to grow both personally and professionally within our organization. 

Job Summary

The Support Engineer role requires a sound and resourceful approach to solving technical challenges reported by our customers. You will provide Onsite Support for both Support and Project related initiatives as well as providing Remote Support when not scheduled for Onsite work.  This role includes handling Support Calls and Remote Troubleshooting (1-2 Days/ Week) utilizing our In-House Ticketing System, as well as Onsite Visits (3-4 Days/ Week)


  • Deliver both remote as well as onsite expert service, focusing on the timely resolution of issues while exceeding client expectations for work quality and professionalism.
  • Resolve technical support requests remotely and onsite that will include software, hardware and operating system issues for company and customer related technologies.  This will include desktops, laptops, wireless devices, peripherals, VoIP, and commercial as well as proprietary software suites.
  • Open, Track, Escalate and Resolve each problem in our in-house Ticketing System.
  • Escalate issues and requests to Senior Level Engineers, 3rd-party Vendors, etc... whenever necessary.
  • Must be able to lift 30lbs
  • Must have reliable transportation or reliably use Public Transportation

Qualifications and Skills

  • Bachelor’s degree in an IT-related discipline is a plus.
  • 2 years full-time experience in a technical support role.
  • Technical certification in a relevant technology discipline is preferred.
  • Must have Excellent oral and written communications skills
  • Able to work flexible shifts (8:30 AM- 5:30 PM, M-F)
  • Must be able to work in a fast-paced, high-pressure work environment.
  • Must be able to work well in a team environment and as a self-starter; be able to work well independently
  • Able to interact effectively with all levels of internal and customer contacts up to and including Executive Management.
  • Must possess Excellent customer service skills.

 Technical Experience:

Basic working knowledge and understanding of:

  • Microsoft Windows Operating Systems for Desktops and Laptops
  • Desktop and Laptop devices, Mobile Devices (including iPad, iPhone, Chromebook, Droid)
  • Microsoft Office Suites through Office 365
  • GSuite Administration
  • Microsoft Windows Server, Active Directory, and associated Services (DNS, WINS, DHCP, etc.).
  • Cloud Mail services.
  • Networking architecture and equipment (routers, firewalls, switches, cabling, VoIP, etc.)
  • Backup Solutions (hardware/software and Cloud)


Proficient in the use and administration of:

  • Help Desk/ Call Center Tools and Ticketing Systems
  • Remote Access Tools
  • Imaging PC's/ Laptops
  • Systems and Network Monitoring and Management
  • Backup Solutions (hardware/software and Cloud)