Managed Business Solutions (MBS) is looking for a Technical Support Engineer to take care of our managed clients from the help desk all the way to the server room. This is a role for someone who is confident troubleshooting end-user issues and comfortable working on servers. Just as important, you bring excellent customer service, so clients come away from every interaction feeling looked after. You'll be a key point of contact for support, working alongside our systems engineers, network engineer, and security specialist, handling plenty of technical issues yourself and passing the deepest infrastructure work their way. Travel to client sites is part of the role for hands-on support, setups, and rollouts.
What You'll Do
Customer Service & Client Support
- Be a trusted, friendly point of contact for clients, delivering excellent customer service on every ticket and call.
- Communicate clearly with non-technical users, set expectations, and keep clients updated until issues are fully resolved.
- Handle end-user and client issues over the phone, remotely, and on site, owning problems through to resolution.
- Build strong, lasting relationships with the clients you support.
Server & Infrastructure Support
- Confidently support and troubleshoot Windows Server environments: Active Directory, DNS, DHCP, Group Policy, and file/print services.
- Work hands-on with physical and virtual servers, including basic builds, configuration changes, and routine maintenance.
- Support virtualization hosts and guests (Hyper-V and/or VMware) and help keep server environments healthy.
- Diagnose server and infrastructure problems, resolve what you can, and escalate the most complex work to the systems and network engineers.
Computer Support & Help Desk
- Troubleshoot desktops, laptops, printers, email, software, and connectivity at an advanced level.
- Set up, configure, and deploy workstations, laptops, and peripherals.
- Support Windows 10/11 and resolve day-to-day end-user issues quickly and thoroughly.
End-User & Account Management
- Manage user accounts in Active Directory and Microsoft 365: passwords, permissions, and group membership.
- Handle user onboarding and offboarding, including account setup, mailbox configuration, and access.
- Support Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive) and common business applications.
Tools & Documentation
- Use Datto RMM for remote access, software deployment, and checking device health while troubleshooting.
- Track work, time entries, and ticket updates in Autotask in line with SLA and documentation standards.
- Keep documentation accurate and current in IT Glue for assets, configurations, and procedures, and help build out knowledge-base articles.
What You Bring
- Excellent customer service and communication skills. A patient, professional, client-focused approach is essential to this role.
- 2 to 4 years of IT support experience, ideally in an MSP or multi-client environment.
- Solid server knowledge: comfortable supporting and troubleshooting Windows Server (Active Directory, DNS, DHCP, Group Policy) and working with physical and virtual servers.
- Familiarity with virtualization (Hyper-V and/or VMware) and a solid grasp of how server environments fit together.
- Advanced Windows 10/11 desktop support and strong general computer support / help desk skills.
- Solid Microsoft 365 and Active Directory user administration experience.
- Good judgment on when to resolve an issue yourself and when to escalate to the systems engineers.
- Familiarity with RMM and PSA/ticketing tools, ideally Datto RMM and Autotask.
- Working knowledge of networking and security concepts (Wi-Fi, VPNs, VLANs, MFA).
- Willing and able to travel to client sites as needed, with reliable transportation.
- Relevant certifications a plus (e.g., CompTIA A+/Network+/Server+, Microsoft Azure/M365 associate-level).
Why Join MBS
- We work hard and play hard. MBS is a close team that has a lot of fun together, and the culture here is something we are proud of.
- A role with real technical variety: help desk, computer support, and hands-on server work all in one.
- Systems, network, and security engineers to learn from, with a clear path to grow further.
- Work with Microsoft 365, Windows Server, Hyper-V/VMware, Datto, and Microsoft Azure.
- Supportive organization committed to training, certification, and professional growth.
- Benefits include: Health, Dental, Vision, PTO, 401(k) with match, and professional development assistance.
Want to see what life at MBS is actually like? Take a look at our Instagram: https://www.instagram.com/managedbusinesssolutions/
Pay: $55,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Mahwah, NJ 07430
