Senior Managed Services Engineer – MSP Support & Escalation

nDivision Services; Dallas (TX); On-site; USD 45,000 - 75,000; Full time

Job summary

nDivision Services seeks a Sr. Managed Services Specialist/Engineer to resolve technical requests via phone, tickets, and email. The role acts as escalation point and ensures consistent customer care, quality, and reporting. Shift-based coverage is required to meet service desk needs.

Responsibilities include incident logging, open-ticket management, and documentation of processes while maintaining strong communication and multitasking under pressure.

Qualifications

• Minimum 5 years of MSP technical support experience.
• Experience using a ticketing system.
• Proficient troubleshooting for printers, Windows Server, Exchange, and RDS.
• Familiarity with LAN/WAN and Office 365/Azure environments.
• Ability to pass a background security check.

Responsibilities

• Provide comprehensive technical support to customers.
• Work within SLAs and contract requirements.
• Follow incident and problem management processes to resolve requests.
• Use Knowledge Management Tools during incidents.
• Escalate and coordinate with third parties when needed.
• Create documentation for new or improved processes.

Skills

MSP experience

Ticketing system

Windows Server

Exchange Admin

Remote Desktop

LAN/WAN

Office 365

Azure

Printers

MS Office

Background check

Education

BA or Vocational

Tools

Kaseya

IPsoft IPcenter

Job description

nDivision Services seeks a Sr. Managed Services Specialist/Engineer to resolve technical requests via phone, tickets, and email. The role acts as escalation point and ensures consistent customer care, quality, and reporting. Shift-based coverage is required to meet service desk needs.

Responsibilities include incident logging, open-ticket management, and documentation of processes while maintaining strong communication and multitasking under pressure.