Senior IT Support Engineer for MSP & Cloud

MRE Consulting; Houston (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan

Paid Time Off (PTO)

Company-Paid Holidays

Job summary

MRE Consulting is seeking a Technical Support Specialist II to lead advanced technical support within a fast-paced MSP environment. You will escalate issues, mentor junior technicians, and drive service improvements across endpoint, cloud, and infrastructure systems.

The role requires 3–5 years of IT support experience, strong troubleshooting, and a solid foundation in Microsoft 365, identity management, and security tooling.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
• 3–5 years of IT support, systems administration, or MSP experience
• Experience working within SLA-driven, ticket-based environments

Responsibilities

• Serve as the primary escalation point for Tier 1 technicians
• Manage and resolve escalated incidents, service requests, and alerts
• Perform advanced troubleshooting and root cause analysis across endpoint, cloud, and infrastructure systems
• Maintain ownership of tickets through resolution, ensuring SLA compliance and clear communication
• Prioritize and manage multiple client issues simultaneously
• Participate in major incident response and service restoration
• Administer and troubleshoot Microsoft 365 & identity management tasks
• Manage user provisioning, licensing, and access requests
• Troubleshoot MFA, Conditional Access, authentication, and email delivery issues
• Support tenant administration and migration activities
• Support Windows 10 and Windows 11 environments
• Manage endpoints using Intune, Group Policy, and RMM tools
• Deploy software, security policies, and configurations
• Troubleshoot performance, OS issues, and application failures
• Monitor patching and endpoint compliance
• Maintain accurate ticket documentation with IT Glue
• Develop SOPs, knowledge base articles, and technical documentation
• Identify recurring issues and recommend improvements
• Contribute to automation and standardization efforts
• Mentor Tier 1 technicians and support skill development
• Assist with onboarding and training initiatives
• Reinforce accountability, consistency, and best practices
• Communicate clearly with end users and stakeholders
• Provide timely updates and resolution summaries
• Provide occasional onsite support as needed
• Participate in on-call rotations and after-hours work
• Support project implementations and technology upgrades

Skills

Windows 10/11

Windows Server

Active Directory

Intune

Group Policy

DNS

DHCP

VPN

LAN/WAN

Endpoint security tools

Backup monitoring

RMM platforms

PSA systems

PowerShell scripting

Microsoft Defender

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

HaloPSA

Ninja One

Microsoft Intune

Job description

MRE Consulting is seeking a Technical Support Specialist II to lead advanced technical support within a fast-paced MSP environment. You will escalate issues, mentor junior technicians, and drive service improvements across endpoint, cloud, and infrastructure systems.

The role requires 3–5 years of IT support experience, strong troubleshooting, and a solid foundation in Microsoft 365, identity management, and security tooling.