MSP Field Support Engineer

We are a boutique IT recruiting agency that strictly works with IT consulting companies and managed services providers. We place candidates on a permanent, full time basis (no contract or contract-to-hire positions).

MSP Field Support Engineer - New York City

Location: Manhattan / New York City

Salary: Up to $65,000 + benefits

Schedule: Full-Time

About the Role

We are working with a well-established managed services provider in New York City that is looking for a client-facing Field Support Engineer to join its technical team.

This position is ideal for someone who already has MSP experience and wants to take the next step in their career. You will support multiple client environments, troubleshoot technical issues remotely and onsite, and become a trusted point of contact for users throughout Manhattan.

The technical work is important, but this role is equally about how you interact with people. The company supports professional clients who expect responsive, polished and dependable service. You need to be someone who can walk into a client’s office, communicate confidently, listen carefully and make people feel like their issue is being handled.

For the right person, this role offers a clear path beyond end-user support. The company regularly promotes internally, and successful team members can advance into Senior Systems Administrator, Senior Systems Engineer and other advanced infrastructure positions.

Responsibilities

• Provide remote and onsite IT support across multiple client environments

• Travel to client locations throughout Manhattan for scheduled visits and hands-on troubleshooting

• Support Windows and macOS desktops, laptops, printers, peripherals and business applications

• Administer and troubleshoot Microsoft 365 environments

• Assist with Active Directory and Entra ID user accounts, permissions, groups and access

• Handle employee onboarding and offboarding

• Troubleshoot Outlook, Teams, OneDrive and other Microsoft applications

• Diagnose basic network issues involving DNS, DHCP, TCP/IP, VPNs, Wi-Fi and LAN connectivity

• Deploy and configure workstations, laptops, monitors, docking stations and other end-user technology

• Troubleshoot hardware and connectivity issues that cannot be resolved remotely

• Document client environments, troubleshooting steps and resolutions accurately

• Manage and update tickets through the company’s PSA/ticketing platform

• Escalate more advanced systems and network issues to senior engineering resources

• Keep clients informed throughout the troubleshooting process

• Assist senior engineers with projects and infrastructure work as your technical skills grow

Required Background

• Previous professional MSP experience is required

• 2+ years of IT support, desktop support, help desk, field technician or similar experience

• Experience supporting multiple clients or customer environments

• Hands-on Microsoft 365 experience

• Active Directory and/or Entra ID administration experience

• Strong Windows troubleshooting skills

• Understanding of basic networking concepts including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switches and routers

• Experience with remote support and ticketing systems

• Ability to regularly travel to client sites throughout Manhattan

Communication Matters

This position requires someone who is as comfortable with people as they are with technology.

We are specifically looking for someone who can:

• Build rapport quickly with users

• Communicate clearly with both technical and non-technical people

• Explain issues and solutions in plain language

• Stay calm and professional when users are frustrated

• Work comfortably with executives and other senior client contacts

• Listen carefully and understand the problem before jumping into troubleshooting

• Take ownership of an issue until it is resolved or properly escalated

• Present themselves professionally in client environments

Technical skills can continue to develop. Strong communication, professionalism and customer-service instincts are essential from day one.

Helpful Experience

Experience with any of the following is a plus:

• ConnectWise

• Autotask

• HaloPSA

• IT Glue

• Datto or other RMM tools

• Microsoft Intune

• Exchange Online

• Group Policy

• Windows Server

• Firewalls, switches and wireless networks

• Executive/VIP support

• Financial-services or professional-services environments

Growth Opportunity

This is not intended to be a permanent entry-level support position.

The company has a proven track record of developing and promoting technical staff. Field technicians who perform well, build client trust and continue expanding their technical capabilities are given opportunities to move into progressively more advanced infrastructure work.

The long-term path can lead to roles such as:

• Senior Systems Administrator

• Senior Systems Engineer

• Network / Infrastructure Engineering

• Advanced MSP Consulting and Project Engineering

If you already have MSP experience, enjoy working directly with clients and want a position where strong performance can lead to a senior-level engineering or administration career path, this is an excellent opportunity.

Compensation: Up to $65,000 + benefits

All your information will be kept confidential according to EEO guidelines.