Support Engineer

Cinch I.T.; Worcester (MA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Company vehicle for client travel

Health, dental, vision insurance

PTO and paid sick time

Hybrid flexibility

Job summary

Cinch I.T. is seeking a Support Engineer to join our Framingham team. This hybrid role blends office time, client-site visits, and remote work, with you as the face of Cinch I.T. at client locations.

You’ll handle onsite and remote support, focusing on network issues and Microsoft 365 administration while contributing to onboarding and internal documentation. A company vehicle is provided for site travel.

Qualifications

• 2+ years in an MSP, helpdesk, or internal IT support role.
• Demonstrated networking troubleshooting ability. Explain Layer 2 vs Layer 3 problems and isolation approach.
• Working knowledge of TCP/IP, DNS, DHCP, VLANs, and VPN concepts.
• Hands-on experience with Microsoft 365 administration and Windows desktop/server environments.
• Strong communication skills; explain technical issues to non-technical business owners.
• Valid driver's license and a clean driving record; company vehicle provided.
• Reliable home internet and a workspace suitable for client calls.
• Ability to lift equipment and work in server rooms, closets, and above ceilings.

Responsibilities

• Provide onsite and remote end-user support across client base: desktops, laptops, printers, mobile devices, and business apps.
• Troubleshoot and resolve network issues including switching, routing, VLANs, DHCP, DNS, VPNs, Wi-Fi, and ISP escalations.
• Install, configure, and maintain firewalls, switches, access points, and cabling at client sites.
• Administer Microsoft 365, Entra ID, and Intune: user lifecycle, licensing, device enrollment, conditional access, policy management.
• Own tickets end to end in Autotask with clear documentation and timely updates.
• Support and respond to security alerts and elevate appropriately.
• Perform scheduled maintenance, patching, backup verification, and onsite health checks.
• Participate in new client onboarding: site surveys, network documentation, agent deployment, cutover work.
• Contribute to internal docs so the next engineer is prepared.
• Participate in an on-call rotation.

Skills

Networking troubleshooting

TCP/IP

DNS

DHCP

VLANs

VPN concepts

Microsoft 365 admin

Windows desktop/server

Communication skills

Driver's license

Home office setup

Equipment handling

Education

Network+

CCNA

Tools

Autotask

Intune

Entra ID

SonicWall

Fortinet

Meraki

Job description

Cinch I.T. is a managed IT services provider supporting small and mid sized businesses across Massachusetts. Our Framingham location is one of the fastest-growing franchises in the Cinch I.T. system, and we're hiring a Support Engineer to grow with us.

This is a hybrid position. You'll split your time between our office, client sites throughout the territory, and working from home.

This is also a client facing role. You'll be the face of Cinch I.T. at every site you visit.

We're looking for someone who is strong on networking. Plenty of candidates can reset a password or reimage a laptop. Fewer can walk into a site with an intermittent connectivity issue and actually trace it to the root cause. If that's you, keep reading.

What you'll do

• Provide onsite and remote support for end users across our client base: desktops, laptops, printers, mobile devices, and line of business applications
• Troubleshoot and resolve network issues including switching, routing, VLANs, DHCP, DNS, VPN tunnels, wireless coverage, and ISP escalations
• Install, configure, and maintain firewalls, switches, access points, and cabling at client sites
• Administer Microsoft 365, Entra ID, and Intune: user lifecycle, licensing, device enrollment, conditional access, and policy management
• Own tickets end to end in Autotask, with clear documentation and timely updates so clients always know where things stand
• Support and respond to alerts from our security stack and elevate appropriately
• Perform scheduled maintenance, patching, backup verification, and onsite health checks
• Participate in new client onboarding: site surveys, network documentation, agent deployment, and cutover work
• Contribute to our internal documentation so the next engineer walks in prepared
• Participate in an on-call rotation [describe frequency]

What we're looking for

Required:

• 2+ years in an MSP, helpdesk, or internal IT support role
• Demonstrated networking troubleshooting ability. You can explain the difference between a Layer 2 and Layer 3 problem and tell me how you'd isolate each one
• Working knowledge of TCP/IP, DNS, DHCP, VLANs, and VPN concepts
• Hands on experience with Microsoft 365 administration and Windows desktop and server environments
• Strong communication skills. You can explain a technical issue to a non technical business owner without condescension
• Valid driver's license and a clean driving record. We provide a company vehicle for client travel
• Reliable home internet and a workspace where you can take client calls
• Ability to lift equipment and work in server rooms, closets, and occasionally above ceiling

Preferred:

• Network+, CCNA, or equivalent certification
• Experience with business-class firewalls (SonicWall, Fortinet, Meraki, Ubiquiti, or similar)
• Experience with Intune and Entra ID beyond basic user management
• Familiarity with a PSA and RMM toolset (Autotask experience is a strong plus)
• Exposure to EDR and managed security tooling
• Experience in a multi-client environment where context switching is the norm

What we offer

• Competitive salary, commensurate with experience
• Additional pay for after-hours and on-call work
• Company vehicle with gas, insurance, and parking covered
• Health, dental, and vision insurance
• PTO and paid sick time
• Hybrid flexibility once you're ramped
• Real career growth. We're one of the fastest growing Cinch I.T. franchises, and we'd rather promote the engineer we have than go looking for the one we don't
• Paid certifications and training
• A fast growing office where your work is visible and your input actually changes how we operate