Senior MSP Support Engineer – On-site

Diverge IT; Washington (District of Columbia); On-site; USD 44,000 - 55,000; Full time

Job summary

DivergeIT is seeking a Dedicated Support Engineer to act as a trusted technical anchor for a key client environment. You’ll be the senior escalation point and hands‑on troubleshooter across both on‑site and remote settings, diagnosing and resolving IT issues that deliver measurable value.

This client-facing role requires clear communication and the ability to translate complex issues for end users and stakeholders, while mentoring junior technicians and collaborating with cross-functional teams.

Qualifications

• 5+ years of IT technical support across Windows and Mac.
• Strong working knowledge of Windows 10/11, Office apps, the Microsoft 365 Admin portal, Azure Entra, and Intune.
• Proficiency with macOS up to Sonoma (v15).
• Solid foundation troubleshooting network connectivity, email, printers, and user account permissions.
• Excellent communication skills for both frontline users and technical teams.
• Experience in a Managed Service Provider (MSP) environment preferred.
• Bachelor's degree preferred; an equivalent combination of education and experience will be considered.

Responsibilities

• Serve as the primary escalation point for Tier 1/2 issues.
• Provide on-site and remote support across Windows and Apple environments.
• Troubleshoot and resolve complex issues involving Windows, Office, MS 365 Admin, Azure Entra, Intune, and macOS.
• Administer user accounts and permissions in Active Directory and Microsoft 365.
• Support network connectivity, email, printers, and a wide range of productivity apps.
• Partner with the client to understand their technical environment and pre-empt issues.
• Document resolutions and maintain knowledge base articles.
• Ramp on new productivity and Line of Business apps.
• Mentor junior technicians and foster team learning.

Skills

IT support

Windows/macOS

Microsoft 365 Admin

Azure/Intune

MSP experience

Communication skills

Education

Bachelor's degree preferred

Tools

Active Directory

Microsoft 365

Azure Entra

Intune

Office Apps

macOS management

Job description

DivergeIT is seeking a Dedicated Support Engineer to act as a trusted technical anchor for a key client environment. You’ll be the senior escalation point and hands‑on troubleshooter across both on‑site and remote settings, diagnosing and resolving IT issues that deliver measurable value.

This client-facing role requires clear communication and the ability to translate complex issues for end users and stakeholders, while mentoring junior technicians and collaborating with cross-functional teams.