MSP Engineer II

Summary

The MSP Engineer II owns the technical layer on a portfolio of 2 to 5 managed accounts. Roughly 75% of the role is managed services operations, including advanced incident resolution, account health, and proactive issue management. The remaining 25% is project delivery. Every II brings L200-300 depth in one defined domain (identity, endpoint, networking, or security) and applies that depth consistently across their accounts. They work directly with the MSP Director on account strategy and with the CSM on client communication. The MSP Director sets the account plan; the II validates it technically and executes it.

Role Responsibilities

• Own advanced troubleshooting across assigned accounts in ConnectWise; escalate only what requires a III or specialist
• Act as the primary technical contact on assigned accounts, working with the MSP Director on account strategy and the CSM on client-facing communication
• Execute project work across M365 configurations, device management rollouts, mail flow changes, and identity migrations
• Use the tool stack (ConnectWise RMM/PSA, Blackpoint, SentinelOne, Quest, BitTitan, ShareGate, PowerShell, and Microsoft Graph) to build, automate, and document solutions
• Spot inefficiencies in internal processes or client environments and build fixes or flag them with a recommendation
• Keep ConnectWise documentation current: ticket hygiene, runbooks, and account-level technical notes
• Contribute project task execution under senior consultant or MSP Director direction; flag scope risk early
• Maintain and grow certification depth in your designated core competency

Role Accountabilities

• Advanced incident resolution within SLA on all assigned accounts; escalation is the exception, not the default
• Technical accuracy and completeness of all documentation produced for assigned accounts
• Project task delivery on schedule, with status visible to the project lead throughout
• Complete and accurate ticket documentation in ConnectWise: time entries, troubleshooting steps, and resolution notes
• Recurring issues and account risks surfaced to the MSP Director before they reach the client

Role Knowledge, Skills and Abilities

Required

• 3 or more years in an MSP environment, or equivalent internal IT experience with proven breadth across Microsoft technologies
• Advanced working knowledge of the Microsoft 365 stack: Exchange Online, Intune, Entra ID, Teams, SharePoint Online, and Defender products
• Deep technical proficiency in one core domain: identity and access management, endpoint management, network security, or Microsoft security operations
• Direct experience with migration tooling (BitTitan, ShareGate, Quest, or comparable platforms) used in client delivery, not lab work
• Ability to write PowerShell scripts and use Microsoft Graph for administration and automation ConnectWise RMM and PSA experience: ticket management, remote management, and documentation
• SentinelOne EDR and Blackpoint MDR operational experience
• Expert-level Microsoft certification in your core focus area (MS-102, SC-300, MD-102, MS 700, AZ-500, or equivalent)
• Two or more Microsoft Associate-level certifications across domains

Preferred

• 5 or more years of MSP experience with account ownership or technical lead responsibility
• Experience with large-scale deployments: Autopilot at scale, Business Premium enablement, or tenant consolidations
• CSP licensing familiarity and Pax8 distribution experience
• DMARC, DKIM, and SPF configuration experience in hybrid or cloud-only Exchange environments
• Experience building internal technical runbooks or process documentation

NO THIRD PARTIES PLEASE