IT Systems & Field Engineer

MVP Network Consulting; City of Poughkeepsie (NY); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Job summary

MVP Network Consulting, LLC. is seeking an IT Systems & Field Engineer to provide responsive remote and onsite technical support to our partners in the Poughkeepsie area.

This role combines day-to-day help desk support, routine maintenance, troubleshooting of escalated issues, and hands‑on installations and project work. You will resolve technical problems, document your work, communicate clearly with partners, and collaborate with teammates when further assistance is needed.

Qualifications

• 3–5 years of relevant IT support experience (help desk, escalations, onsite).
• Experience with Windows Server, Microsoft 365/Exchange, AD, and Group Policy.

Responsibilities

• Provide L2/L3 support via phone, email, and tickets, with SLA adherence.
• Visit partner locations for hands‑on workstation, server, network, and peripheral support.
• Install, configure, maintain, and troubleshoot hardware/software and networking gear.
• Document troubleshooting steps, resolutions, and handoffs to ensure clear communication.

Skills

Windows administration

Microsoft 365/Exchange

Networking & VPNs

IT help desk

SLA management

Education

IT/CS degree or equivalent

Tools

ConnectWise

SonicWall

VMware ESXi

Hyper-V

Azure

AWS

Job description

Employment Type: Full-time Compensation: $75,000–$90,000 annually Reports to: VP of Professional Services Work Location: Based at MVP’s Poughkeepsie office (4-days per week), with onsite visits to partner locations

Position Summary

MVP Network Consulting is seeking an IT Systems & Field Engineer to provide responsive remote and onsite technical support to our partners in the Poughkeepsie area. This role combines day-to-day help desk support, routine maintenance, troubleshooting of escalated issues, and hands‑on installations and project work.

You will resolve technical problems, document your work, communicate clearly with partners, and collaborate with teammates when further assistance is needed. The ideal candidate brings strong troubleshooting skills, sound judgment, and a team-focused approach that reflects MVP’s commitment to Take IT to 11!

Key Responsibilities

Technical Support and Escalation

• Provide L2/L3 support through phone, email, and service tickets, prioritizing requests by business impact and responding within SLA guidelines.
• Troubleshoot workstations, servers, printers, Microsoft 365, Exchange, Active Directory, Group Policy, networking, firewalls, VPNs, and virtualization environments.
• Manage user accounts, install and configure hardware and software, and perform routine maintenance using RMM tools.
• Support endpoint protection, backup recovery, and disaster recovery troubleshooting.
• Handle escalations from help desk, onsite, and Professional Services teams; coordinate with internal specialists and vendors when additional expertise is needed.
• Identify root causes, document troubleshooting and resolutions, and keep partners informed throughout the support process.

Onsite Support and Project Delivery

• Visit partner locations in the Poughkeepsie area to provide hands‑on workstation, server, network, and peripheral support.
• Install, configure, maintain, and troubleshoot hardware, software switches, firewalls, and wireless equipment.
• Complete assigned project tasks, deployments, and upgrades within the approved scope and coordinate with project managers and remote support teams.
• Follow approved security practices and applicable partner compliance requirements.
• Test completed work with the partner, update documentation, and provide a clear handoff to ongoing support.
• Participate in the on‑call rotation and scheduled after‑hours project work as needed.

Communication, Documentation, and Teamwork

• Keep partners, project managers, and internal teams informed through timely updates, clear expectations, and documented handoffs.
• Record work performed and time spent in ConnectWise as work is completed to support accurate billing, and submit accurate weekly timesheets.
• Create or update documentation based on discoveries, deployments, repairs, configuration changes, and troubleshooting findings. Share knowledge, assist other technicians, and contribute to service‑quality and process improvements.
• Collaborate with Professional Services, Sales, and Partner Success to provide consistent partner support.

Site Assessment and Scoping Support — Secondary Responsibility

• Share site findings, support needs, and improvement opportunities with Professional Services and Sales.
• Provide practical input on required equipment, implementation tasks, and estimated effort to support scopes of work.

Qualifications and Experience

• 3–5 years of relevant IT support experience, including help desk troubleshooting, escalated issues, and onsite support.
• Experience with Microsoft Windows, Windows Server, Microsoft 365/Office, Exchange, Active Directory, and Group Policy.
• Experience configuring and troubleshooting SonicWall or other next‑generation firewalls and VPN connections.
• Working knowledge of LAN/WAN, TCP/IP, DNS, routing, VLANs, cabling, wireless networks, and managed switches.
• Experience with virtualization or cloud platforms such as VMware ESXi, Hyper‑V, Citrix, Azure, or AWS.
• Knowledge of backup and disaster recovery support and endpoint‑protection solutions.
• Familiarity with professional services automation (PSA) and remote monitoring and management (RMM) tools.
• A degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Strong customer service, written and verbal communication, organization, and time‑management skills.
• Ability to work independently, adapt to shifting priorities, collaborate effectively, and recognize when to request assistance or elevate.
• A positive, team‑focused approach and commitment to continuous learning.

Preferred Qualifications

• Experience working in a managed services environment.
• SonicWall and Axcient experience.
• Experience supporting healthcare or financial organizations.
• Relevant Microsoft, Cisco, SonicWall, or VMware certifications.

Compensation and Benefits

• Annual compensation of $75,000–$90,000.
• Health insurance.
• 401(k) with company match.

What Success Looks Like

• Partners receive responsive support and clear communication.
• Tickets are handled within SLA guidelines, with timely escalation and documented resolutions.
• Onsite work and projects are completed, validated, and handed off effectively.
• Documentation and time records are accurate and current.
• Teammates benefit from collaboration, knowledge sharing, and consistent support practices.

MVP is committed to creating an inclusive culture that encourages, supports, and celebrates a diverse workforce. We want all of our employees to feel respected, valued, and appreciated for who they are. It is our policy to provide equal employment opportunity in all employment practices without regard to race, color, religion, gender (including pregnancy), national origin, age, disability, genetic information, sexual orientation, marital status, military status, familial status, domestic violence victim status, gender identity or expression, as well as any other characteristic protected by law.