Senior MSP Support Engineer — On-Site & Remote

DivergeIT, Inc.; Bellevue (WA); On-site; USD 44,000 - 55,000; Full time

Job summary

DivergeIT is seeking a Dedicated Support Engineer to act as the trusted technical anchor for a key client environment, delivering on-site and remote support across Windows and macOS. You will bridge complex IT challenges with end-user productivity and serve as a senior escalation point for live incidents.

This client-facing role requires clear communication, proactive issue identification, and collaboration with cross-functional teams to improve the supported environment.

Qualifications

• 5+ years of IT technical support experience across Windows and Mac environments.
• Strong working knowledge of Microsoft Windows 10/11, Office applications, the Microsoft 365 Admin portal, Azure (Entra), and Intune (Endpoint Manager).
• Proficiency with macOS up to Sonoma (v15).
• A solid foundation troubleshooting network connectivity, email, printers, and user account permissions.
• Excellent communication skills, with the ability to explain technical concepts clearly to 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 / Tier 2 issues that frontline technicians can't resolve.
• Provide on-site and remote support across Windows and Apple environments.
• Troubleshoot and resolve complex issues involving Microsoft Windows 10/11, Office applications, Microsoft 365 Admin portal, Azure (Entra), Intune (Endpoint Manager), and macOS.
• Administer user accounts and permissions in Active Directory and Microsoft 365.
• Support network connectivity, email, printers, and a wide range of productivity and Line of Business applications.
• Partner with the client to understand their technical environment and proactively identify potential issues.
• Document resolutions and maintain knowledge base articles for recurring issues.
• Quickly ramp on new productivity and Line of Business applications that keep the client's business running.
• Mentor junior technicians and help foster a culture of continuous learning across the team.

Skills

IT support experience

Windows

Mac environments

Microsoft 365

Azure Entra

Intune

Active Directory

Clear communication

Education

Bachelor's degree

Tools

Microsoft 365 Admin

Azure Entra

Intune

Active Directory

Job description

DivergeIT is seeking a Dedicated Support Engineer to act as the trusted technical anchor for a key client environment, delivering on-site and remote support across Windows and macOS. You will bridge complex IT challenges with end-user productivity and serve as a senior escalation point for live incidents.

This client-facing role requires clear communication, proactive issue identification, and collaboration with cross-functional teams to improve the supported environment.