Systems Engineer Tier 1 Support

Location: Hybrid (3 days in office / 2 days remote) 
Schedule: Monday – Friday | 8:00 AM – 5:00 PM (Local Time) 
On-Call: Participation in after-hours on-call rotation required 
Travel: Local client travel as needed 
About CompassMSP 
CompassMSP is a leading managed IT services provider helping small and mid-sized businesses leverage technology to achieve their business goals. We deliver enterprise-level IT solutions with a personalized approach, providing exceptional customer service, proactive support, cybersecurity, cloud solutions, and strategic technology guidance. 
Our team is built on collaboration, accountability, continuous learning, and delivering an outstanding client experience. We are looking for individuals who enjoy solving technical challenges, working directly with clients, and growing their technical careers in a fast-paced Managed Services Provider (MSP) environment. 
 
Position Summary 
The IT Support Engineer I serves as the first point of contact for technical support requests from CompassMSP clients. This role provides remote and onsite technical support, troubleshooting, installation, maintenance, and end-user assistance across a variety of technologies including Microsoft environments, desktops, laptops, networking, and cloud services. 
The ideal candidate is customer-focused, technically curious, highly organized, and enjoys working in a collaborative team environment while supporting multiple clients and technologies. 
 
Job requirements
Required Qualifications 

• 2+ years of IT support experience
• Managed Services Provider (MSP) experience strongly preferred
• Experience supporting Windows desktop environments
• Experience supporting Microsoft 365
• Experience deploying and troubleshooting:
  • Desktop computers
  • Laptops
  • Printers
  • Peripheral devices
• Working knowledge of:
  • TCP/IP
  • DNS
  • DHCP
  • VPN
  • LAN/WAN networking
• Excellent troubleshooting and analytical skills
• Strong verbal and written communication skills
• Excellent customer service skills
• Ability to prioritize multiple tasks in a fast-paced environment
• Valid driver's license and reliable transportation
• Ability to pass a background check

Experience supporting multiple technologies from the list below: 

• Hyper-V
• VMware vSphere
• Citrix
• Microsoft Azure
• Windows Server
• Active Directory
• Group Policy
• SQL Server
• Remote Desktop Services (Terminal Services)
• Firewalls and routers
• Wireless networking
• Structured cabling
• Kaseya BMS
• ConnectWise
• Datto RMM
• NinjaOne
• Other PSA/RMM platforms

 
Certifications 
Preferred certifications include: 

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS-900)
• Microsoft Certified Fundamentals
• Other Microsoft or CompTIA certifications

 
Education 

• High school diploma or equivalent required
• Associate's orBachelor's degree in Information Technologyor a related field preferred

 
What Makes You Successful 
You are someone who: 

• Enjoys helping people solve technical problems
• Thrives in a fast-paced MSP environment
• Takes ownership of issues through resolution
• Communicates professionally with both technical and non-technical users
• Learns new technologies quickly
• Works well independently and as part of a collaborative team
• Maintains strong attention to detail and documentation

Job responsibilities
End User Support 

• Respond to and resolve client service requests through the ticketing system
• Troubleshoot hardware, software, printer, email, and Microsoft 365 issues
• Support Windows desktop and laptop environments
• Configure and deploy new workstations and laptops
• Install, configure, and troubleshoot business applications
• Assist users with password resets, account administration, and access issues

Technical Support 

• Troubleshoot networking issues including:
  • TCP/IP
  • DNS
  • DHCP
  • VPN connectivity
  • Wireless networking
  • WAN/LAN connectivity
• Resolve workstation performance issues
• Diagnose hardware failures and coordinate warranty replacements when necessary
• Perform software updates and operating system maintenance
• Assist with antivirus, encryption, backup, and endpoint security solutions

Monitoring & Documentation 

• Monitor client environments using Remote Monitoring & Management (RMM) tools
• Respond proactively to system alerts
• Execute maintenance scripts and scheduled remediation tasks
• Maintain accurate documentation of client environments and technical procedures
• Document all work performed within the PSA/ticketing platform

Client Experience 

• Communicate clearly and professionally with clients throughout the support process
• Provide timely updates on ticket status and resolution
• Deliver exceptional customer service while managing multiple priorities
• Escalate complex technical issues to senior engineers when appropriate

Onsite Support 

• Travel to client locations as needed to perform:
  • Hardware installations
  • Break/fix support
  • Network troubleshooting
  • Equipment replacements
  • User assistance
• Assist with client projects, office moves, and technology deployments

Team Participation 

• Participate in the rotating on-call schedule
• Assist with after-hours maintenance windows when required
• Collaborate with engineering and project teams
• Continue developing technical knowledge through training and certifications

Benefits

• Competitive pay
• Quarterly Bonuses
• Progressive PTO
• Medical/Dental/Vision/Life/Disability available
• Tax deferred retirement plan with company match
• Career Development and Coaching
• Fun work environment!