Senior IT Support Engineer (MSP)
Employment Type: Full-Time
Work Environment: On-Site / In-Person
Industry: Managed Services Provider (MSP)
Travel Requirement: Up to 80% travel per calendar year (0utside Home Location)
About JEDA
JEDA is an innovative IT company specializing in IT Field Services, Data Centers, Smart Hands, and Managed Service Provider (MSP) solutions. We support mission-critical infrastructure and deliver high-quality technical services to clients nationwide. We value technical excellence, collaboration, and continuous learning.
Position Overview
We are seeking an experienced Senior IT Support Engineer to join our Managed Services team. Due to the nature of our projects, this role requires up to 80% travel annually to customer sites and data center facilities across the United States. This will be outside your home location. This position provides advanced technical support to multiple client environments, handles escalations, and ensures reliable IT operations across our managed services portfolio. The ideal candidate has strong MSP experience, excellent troubleshooting skills, and a professional, customer-focused approach.
Key Responsibilities
- Act as the escalation point for Tier 2 and Tier 3 support issues
- Provide hands-on, in-person support at client sites and internal locations
- Support and troubleshoot:
- Windows Server, Active Directory, and Group Policy
- Microsoft 365 (Exchange, SharePoint, OneDrive, Teams)
- Networking equipment (firewalls, switches, VPNs, Wi-Fi, VLANs)
- Monitor and manage systems using RMM and ticketing platforms
- Perform patching, backups, and disaster recovery tasks
- Lead technical projects such as:
- Server upgrades and migrations
- New client onboarding and infrastructure deployments
- Maintain endpoint security, MFA, antivirus, and EDR solutions
- Create and maintain clear technical documentation and diagrams
- Mentor junior technicians and provide technical guidance
- Communicate clearly and professionally with clients on-site and remotely
Required Qualifications
- 5+ years of IT support experience (MSP experience required)
- Strong Windows Server and desktop support background
- Advanced Microsoft 365 administration experience
- Solid networking knowledge and hands-on troubleshooting skills
- Experience with virtualization (VMware and/or Hyper-V)
- Proficiency with software tools including Excel, Word, Visio, and technical documentation platforms
- Strong time management and prioritization skills
- Excellent customer service and communication abilities
- Valid driver’s license and ability to travel to client sites
Preferred Qualifications
- Experience with MSP tools (RMM, PSA, ticketing systems)
- Azure or cloud services experience
- Security-focused background (firewalls, MFA, compliance)
- Relevant certifications (Microsoft, CompTIA, Cisco, VMware)
Benefits (All Roles)
- Health
- Dental
- Vision
- 401(k)
- Bonus
Job Type: Full-time
Pay: $55.00 - $65.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
