IT Operations Engineer

Job Overview
We are a growing Managed Service Provider (MSP) seeking a IT Operations Engineer to join our onsite service delivery team. This is not a Tier 1 help desk role. This position is intended for an experienced IT Engineer who can independently troubleshoot, resolve, and manage escalated technical issues across multiple client environments.

You will work directly with end users, infrastructure, and cloud platforms, supporting small-to-midsize business clients in a fast-paced MSP environment. Prior MSP experience is strongly preferred.

This role is 100% onsite, 40 hour work week and includes participation in a rotating on-call schedule.

Responsibilities

• Serve as an escalation point for Level 1 support tickets; independently diagnose and resolve Level 2 incidents
• Provide hands-on onsite and remote support for end users, servers, and network infrastructure
• Administer and support Microsoft 365 environments, including: Exchange Online, Azure AD / Entra ID, SharePoint & OneDrive, User provisioning, licensing, and security settings
• Support virtualized infrastructure environments, including: VMware vSphere / ESXi, Microsoft Hyper-V, Proxmox VE, Perform basic VM lifecycle tasks (create, modify, snapshot, power operations)
• Troubleshoot common virtualization-related issues (resource constraints, guest connectivity, performance symptoms)
• Support Windows 11 endpoints and Windows Server environments
• Perform system administration tasks including: Active Directory user, group, and computer management, Group Policy troubleshooting, Perform best practice health checks and standards aligned with applicable frameworks.
• Troubleshoot network connectivity issues including: TCP/IP, DNS, DHCP, VLANs and basic routing concepts, Firewalls, switches, and wireless access points
• Document work performed clearly and thoroughly in the ticketing system
• Participate in a rotating on-call schedule to support after-hours incidents and alerts
• Escalate appropriately to senior engineers when issues exceed Level 2 scope or authority

Qualifications

• 3+ years of professional IT support experience
• Prior experience working in a Managed Service Provider (MSP) environment (strongly preferred)
• Hands-on experience supporting virtualized server environments (VMware, Hyper-V, and/or Proxmox)
• Strong working knowledge of Microsoft 365 administration
• Solid understanding of networking fundamentals
• Experience supporting multiple clients or environments concurrently
• Ability to work independently, manage priorities, and own issues through resolution
• Strong customer service and communication skills

Certifications (Preferred, Not Required)

Microsoft / Cloud

• Microsoft 365 Certified: Administrator Expert
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Windows Server Hybrid Administrator Associate

Virtualization

• VMware Certified Professional (VCP)
• Microsoft Hyper-V–related certifications
• Proxmox VE experience or training (formal certification not required)

Networking

• CompTIA Network+
• Cisco CCNA
• Fortinet NSE 4 (or equivalent firewall certification)

Systems / General IT

• CompTIA A+
• CompTIA Security+

What This Role Is Not

• Not an entry-level or Tier 1 help desk position
• Not a call-center-style support role
• Not fully remote
• Not a senior architect or design role

This role is focused on supporting and operating existing environments, not designing them.

What We Offer

• Competitive hourly compensation with growth potential
• Pait Time Off (PTO)
• Paid Holidays
• Health Care Benefits (ACI pays up to 50% of employee-only coverage)
• 401 (k) Retirement Plan (company match up to 4%)
• Exposure to a wide variety of client environments and technologies
• Clear escalation paths and technical growth opportunities
• Stable, full-time employment with a growing MSP
• Supportive team environment with defined roles and expectations

Performance Bonus Program
This role is eligible for a KPI-based performance bonus. Key performance indicators include a target utilization rate of 75%, ticket quality and ownership, documentation standards, and adherence to service delivery expectations. Bonus eligibility is based on consistent performance over the evaluation period.

*Benefit eligibility and details are governed by official plan documents. This job posting provides a general summary only. In the event of any conflict, official plan documents will control.

Pay: $30.00 - $36.00 per hour

Work Location: In person