Senior MSP Systems Engineer: AI-Driven Service Delivery

ModernIT; La Verne (CA); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

PTO & holidays

Job summary

Modern IT is a platform-centric MSP redefining frontline IT service in the AI era. This Senior MSP Systems Engineer role sits in the ROC and combines deep technical work with mentorship, automation, and strategic service delivery across Microsoft 365, endpoints, and networks.

You will own incidents, guide client communications, build knowledge bases, and partner with AI architects to turn patterns into reliable, scalable solutions that delight clients while advancing the ROC.

Qualifications

• 6+ years of experience in technical support or managed services.
• Proven ability to own complex incidents from intake to resolution.
• Hands-on experience with Microsoft 365 environments (Exchange, SharePoint, Teams, Entra ID).
• Solid networking fundamentals (TCP/IP, VPNs, DNS, DHCP).
• Experience with ConnectWise PSA or similar PSA/RMM.
• Clear communication during urgent incidents.
• Strong documentation discipline with detailed notes.
• Ability to identify recurring issues and drive improvements.
• Curiosity about applying AI, automation and modern tooling.

Responsibilities

• Own reactive support incidents end-to-end, remote and on-site.
• Provide technical leadership across Microsoft 365, endpoints, networking, identity, and client environments.
• Lead client communication during incidents with proactive updates.
• Identify recurring issues and convert into documentation, standards or automations.
• Create and improve knowledge base articles and troubleshooting guides.
• Maintain PSA data in ConnectWise with accurate notes and statuses.
• Mentor ROC teammates and reduce escalations.
• Collaborate with AI architects to turn service patterns into automation.

Skills

Microsoft 365

Networking fundamentals

ConnectWise PSA

Technical leadership

Documentation

Incident ownership

Communication

AI & automation interest

Tools

ConnectWise PSA

AI tooling

Job description

Modern IT is a platform-centric MSP redefining frontline IT service in the AI era. This Senior MSP Systems Engineer role sits in the ROC and combines deep technical work with mentorship, automation, and strategic service delivery across Microsoft 365, endpoints, and networks.

You will own incidents, guide client communications, build knowledge bases, and partner with AI architects to turn patterns into reliable, scalable solutions that delight clients while advancing the ROC.