MSP Support Engineer — Client IT & Remote Troubleshooting

IntegraONE; Allentown, Northern (Lehigh County, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

IntegraONE is seeking an MSP Engineer to provide responsive technical support and managed IT services for clients. You will manage tickets, troubleshoot Level 1 issues, and escalate complex matters to engineers as needed.

The role covers endpoint patching, server administration, backups/restores, email, Microsoft 365, and networking within the MSP portfolio. Travel to client locations is possible.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred but not required.
• 1–2 years of experience in a similar MSP role is recommended.
• CompTIA Network+, CompTIA Security+ or related certifications are preferred.

Responsibilities

• Manage and prioritize incoming client support tickets and resolve issues within SLAs.
• Diagnose and troubleshoot Level 1 technical issues using remote support tools.
• Escalate complex tickets to engineers as needed.
• Provide professional, courteous service and keep clients informed throughout resolutions.
• Document ticket activity and resolutions in designated systems.
• Monitor technical alerts and respond to issues as applicable.
• Perform onsite visits to assess IT infrastructure and implement approved solutions.
• Collaborate with team to resolve client issues promptly.

Skills

Troubleshooting

Endpoint patching

Server administration

Email systems

Microsoft 365

Backups & restores

Documentation

Communication

Customer service

ITIL knowledge

Education

Bachelors degree in Information Technology / Computer Science

CompTIA Network+ / CompTIA Security+ certifications

Tools

IT Glue

PSA platforms

Ticketing systems

Remote support tools

Job description

IntegraONE is seeking an MSP Engineer to provide responsive technical support and managed IT services for clients. You will manage tickets, troubleshoot Level 1 issues, and escalate complex matters to engineers as needed.

The role covers endpoint patching, server administration, backups/restores, email, Microsoft 365, and networking within the MSP portfolio. Travel to client locations is possible.