Client Services Engineer – MSP Support

IT Solutions; Wilmington (DE); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Rich benefits package

401K/401K Roth with matching

Stock Appreciation Rights

Life insurance & disability insurance

Training and exams

Job summary

IT Solutions is seeking an Engineer, Client Services to join our Managed Services team. You will support one or more clients, handle inbound and escalated inquiries, and apply logical troubleshooting to complex tech issues.

The role requires problem-solving under pressure, strong communication, and the ability to document resolutions clearly. The ideal candidate has helpdesk and network administration experience, familiarity with Microsoft 365, Active Directory, and related technologies, and a

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 3 years in a helpdesk role triaging customer issues.
• 2+ years as a Network Administrator, installing and troubleshooting networks.
• Experience with the listed technologies and solutions.

Responsibilities

• Answer technical service calls and create customer tickets.
• Triaging issues, root cause analysis, and documenting findings.
• Provide phone support with a positive attitude to resolve issues.
• Create tickets and escalate to appropriate groups.
• Analyze logs and track problem resolution across incidents.
• Collaborate with client service coordinators to manage tickets.
• Troubleshoot equipment/configuration and vendor cases to resolution.
• Deliver excellent customer service with minimal supervision.
• Test new features and assist live network verifications.
• Provide on-call support on a rotating schedule.
• Communicate with NOC and stakeholders and maintain documentation.
• Travel to client offices; days onsite or from IT Solutions/work from home.

Skills

Client facing

Troubleshooting

Communication skills

Documentation

Organizational skills

Problem solving

Multi-tasking

Microsoft 365 knowledge

Active Directory understanding

Education

Bachelor's Degree or equivalent

Tools

Windows Server 2008-16

Remote Desktop Services

Active Directory

SSL Certificates

Microsoft Exchange 2010-16

Office 365 Exchange Online

Office 365 SharePoint Online

VMware ESXi/vCenter

Cisco ASA / SonicWall

VPNs (Remote/Site-to-Site)

VLAN / WAN

Wireless Controllers

Job description

IT Solutions is seeking an Engineer, Client Services to join our Managed Services team. You will support one or more clients, handle inbound and escalated inquiries, and apply logical troubleshooting to complex tech issues.

The role requires problem-solving under pressure, strong communication, and the ability to document resolutions clearly. The ideal candidate has helpdesk and network administration experience, familiarity with Microsoft 365, Active Directory, and related technologies, and a