MSP Help Desk Engineer Level 3- HYBRID (5+ Years Experience)

Link High Technologies - Florham Park, NJ

Full-time - Mid Level

Onsite - Florham Park, NJ

Professional, Scientific, and Technical Services

About the position

The MSP Help Desk Engineer Level 3 at Link High Technologies Inc. is a pivotal role within the Remote Support Team, responsible for providing advanced technical support for various IT systems including PCs, networking equipment, servers, and firewalls. This position requires a candidate with over 5 years of experience in a Managed Service Provider (MSP) environment, who will act as an escalation engineer, mentor junior staff, and contribute to documentation efforts. The role is hybrid, requiring the candidate to be located within 25 miles of Florham Park, NJ, and offers opportunities for career advancement within the organization.

Responsibilities

• Provide remote support for PCs, networking equipment, servers, firewalls, and desktop operating systems.
• Act as an escalation engineer for complex IT issues before involving the Project Team.
• Mentor and train other team members in technical skills and processes.
• Document tickets and time daily in the PSA and ITGLUE systems.
• Focus on reducing recurring tickets through automation, scripting, and documentation.
• Collaborate with technical account managers and project teams as necessary.

Requirements

• 5+ years of recent professional experience with a Managed Service Provider (MSP) or IT consulting firm.
• Proficient in Microsoft Windows (server and desktop) and Active Directory/DNS.
• Proficient in SonicWall Firewall or similar corporate firewalls.
• Highly proficient in Office 365 administration and troubleshooting.
• Working knowledge of Azure (VMs, Virtual Desktops).
• Highly proficient in networking connectivity and related equipment.
• Experience with virtualization technologies such as Microsoft Hyper-V and/or VMware.
• Familiarity with backup technologies such as Datto or similar.
• Experience with ConnectWise Manage, Automate, or similar products is highly preferred.

Nice-to-haves

• Commitment to continuous education and self-improvement.
• Excellent written, verbal, and interpersonal skills.
• Ability to work independently while collaborating with other technical staff.

Benefits

• 100% employer-paid medical and dental insurance.
• Short and long-term disability provided by the employer.
• PTO policy starting at 15 days, increasing with tenure, plus most federal holidays.
• 401(k) retirement plan with a 3% employer contribution.
• 100% reimbursement for Microsoft and other approved certification tests.