MSP Service Desk Engineer Level 3 — On-Site Expert

Systems Integration Inc.; Wallingford (CT); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Health insurance

Health savings account

Paid time off

Vision insurance

Job summary

Systems Integration Inc. is seeking a skilled MSP Level 2 Service Desk Engineer to join our in-house team in Wallingford, CT. The role involves handling escalated issues, advanced troubleshooting, and contributing to continuous improvement within a busy MSP environment.

You will provide high-quality remote and on-site support, help onboard new users, and resolve complex tickets while maintaining strong customer service and professional communication with clients.

Qualifications

• Must be able to commute to on-site office in Wallingford, CT 5 days per week.
• 2–4 years of help desk, service desk, or IT support experience in an MSP environment.
• Demonstrated experience managing escalations and working in a client-facing support role.
• Certifications in relevant IT fields are preferred.

Responsibilities

• Act as an escalation point for Level 1 technicians, resolving complex hardware, software, and network issues.
• Troubleshoot and support Microsoft 365 (license assignment, shared mailboxes, Teams issues, email flow).
• Manage Active Directory and Entra ID group policies, permissions, and account lockouts.
• Provide remote and on-site support, including deployments and hardware swaps.
• Use RMM tools to monitor alerts, push scripts, and ensure endpoint patch compliance.
• Maintain ticket documentation in AutoTask or similar PSA with details and resolutions.

Skills

Ticketing systems

RMM tools

Networking basics

Remote desktop/ virtualization

Cloud infrastructure

Education

CompTIA A+ and Network+

Microsoft 365 Certified: Modern Desktop Administrator

Fortinet NSE

Cisco CCNA

Tools

AutoTask/ConnectWise

NinjaOne

Kaseya

Fortinet NSE

Cisco CCNA

Job description

Systems Integration Inc. is seeking a skilled MSP Level 2 Service Desk Engineer to join our in-house team in Wallingford, CT. The role involves handling escalated issues, advanced troubleshooting, and contributing to continuous improvement within a busy MSP environment.

You will provide high-quality remote and on-site support, help onboard new users, and resolve complex tickets while maintaining strong customer service and professional communication with clients.