Support Engineer

Vertical Talent Solutions; Baltimore (MD); Remote; USD 65,000 - 85,000; Full time

Job summary

Vertical Talent Solutions seeks a Systems Support Engineer for MSP clients. This role sits between traditional help desk support and senior/project engineering and offers hands-on exposure to servers, cloud, networking, security, and infrastructure in a 100% remote environment.

You’ll take ownership of escalations, support day-to-day client environments, assist with projects and implementations, and work closely with senior engineers on more complex initiatives.

Qualifications

• 3–5+ years of professional IT experience.
• MSP experience strongly preferred.
• Experience supporting multiple client environments and managing competing priorities.
• Strong Microsoft 365 administration experience.
• Hands‑on experience with Active Directory, Entra ID, Group Policy, and Windows Server.
• Working knowledge of Azure and cloud environments.
• Solid networking knowledge, including TCP/IP, DNS, DHCP, VPNs, VLANs, switches, wireless, and firewalls.
• Experience with VMware and/or Hyper‑V.
• Exposure to Intune, backup/disaster recovery, cybersecurity, and endpoint management solutions.
• Experience assisting with migrations, implementations, upgrades, or other technical projects.
• Strong troubleshooting skills with the ability to independently work through unfamiliar problems.
• Strong client‑facing communication and customer service skills.

Responsibilities

• Provide advanced technical support across multiple client environments.
• Troubleshoot and resolve escalated issues involving Microsoft 365, Azure, Entra ID, Windows Server, networking, applications, and endpoints.
• Administer Microsoft 365 environments, including Exchange Online, Teams, SharePoint, Intune, and Entra ID.
• Support Active Directory, Group Policy, DNS, DHCP, file services, and Windows Server environments.
• Troubleshoot networking issues involving switches, firewalls, VPNs, VLANs, wireless networks, and connectivity.
• Support virtualized environments, including VMware and Hyper‑V.
• Assist with server, cloud, network, and Microsoft 365 migrations and implementations.
• Participate in infrastructure upgrades, deployments, client onboarding, and other technical projects.
• Support backup, disaster recovery, endpoint management, and cybersecurity solutions.
• Take ownership of technical issues from initial troubleshooting through resolution.
• Identify root causes and recommend long-term solutions rather than temporary fixes.
• Communicate directly with clients regarding issues, recommendations, and next steps.
• Escalate appropriately to senior engineering resources when necessary.
• Assist junior technicians with troubleshooting and technical questions.
• Maintain accurate client documentation, ticket notes, configurations, and time entries.
• Follow established technical, security, documentation, and escalation processes.

Skills

Microsoft 365

Active Directory

Entra ID

Group Policy

Windows Server

Networking

VMware/Hyper-V

Intune

Cybersecurity

Troubleshooting

Client communication

Tools

Azure

Exchange Online

SharePoint

Intune

Job description

Support Engineer — Managed IT Services

Annual Salary Range: $65,000 – $85,000

Currently working for a MSP min experience 1-2 years

100% Remote

Position Overview

We are seeking an experienced Systems Support Engineer to provide advanced technical support across a variety of client environments. This role sits between traditional help desk support and senior/project engineering and is ideal for someone who enjoys troubleshooting complex issues, working directly with clients, and getting hands-on exposure to servers, cloud, networking, security, and infrastructure.

You’ll take ownership of escalations, support day-to-day client environments, assist with projects and implementations, and work closely with senior engineers on more complex initiatives.

Key Responsibilities

• Provide advanced technical support across multiple client environments.
• Troubleshoot and resolve escalated issues involving Microsoft 365, Azure, Entra ID, Windows Server, networking, applications, and endpoints.
• Administer Microsoft 365 environments, including Exchange Online, Teams, SharePoint, Intune, and Entra ID.
• Support Active Directory, Group Policy, DNS, DHCP, file services, and Windows Server environments.
• Troubleshoot networking issues involving switches, firewalls, VPNs, VLANs, wireless networks, and connectivity.
• Support virtualized environments, including VMware and Hyper‑V.
• Assist with server, cloud, network, and Microsoft 365 migrations and implementations.
• Participate in infrastructure upgrades, deployments, client onboarding, and other technical projects.
• Support backup, disaster recovery, endpoint management, and cybersecurity solutions.
• Take ownership of technical issues from initial troubleshooting through resolution.
• Identify root causes and recommend long-term solutions rather than relying on temporary fixes.
• Communicate directly with clients regarding issues, recommendations, and next steps.
• Escalate appropriately to senior engineering resources when necessary.
• Assist junior technicians with troubleshooting and technical questions.
• Maintain accurate client documentation, ticket notes, configurations, and time entries.
• Follow established technical, security, documentation, and escalation processes.

What We’re Looking For

• 3–5+ years of professional IT experience.
• Previous MSP experience strongly preferred.
• Experience supporting multiple client environments and managing competing priorities.
• Strong Microsoft 365 administration experience.
• Hands‑on experience with Active Directory, Entra ID, Group Policy, and Windows Server.
• Working knowledge of Azure and cloud environments.
• Solid networking knowledge, including TCP/IP, DNS, DHCP, VPNs, VLANs, switches, wireless, and firewalls.
• Experience with VMware and/or Hyper‑V.
• Exposure to Intune, backup/disaster recovery, cybersecurity, and endpoint management solutions.
• Experience assisting with migrations, implementations, upgrades, or other technical projects.
• Strong troubleshooting skills with the ability to independently work through unfamiliar problems.
• Strong client‑facing communication and customer service skills.
• Ability to balance reactive support with project and infrastructure work.
• Strong documentation, organization, and time‑management skills.

What Success Looks Like

A successful Systems Support Engineer is more than a ticket resolver. You can look at the broader environment, troubleshoot complex problems independently, understand how systems work together, and determine when an issue requires escalation.

You’re comfortable moving between support, systems administration, client communication, and project work, while continuing to build the technical depth needed to progress into a Systems Engineer, Project Engineer, or Senior Engineer role.