What are the responsibilities and job description for the Support Engineer (MSP) position at Mondo?
Job Summary:
We are seeking a Level 1 & 2 Support Engineer to provide exceptional technical support in a diverse IT environment. This role involves managing service desk tickets, supporting cloud infrastructure, and troubleshooting issues related to Windows, Active Directory, and virtualized environments. The ideal candidate will have experience with MSP users, be proactive in resolving issues, and be eager to learn new technologies.
Key Responsibilities:
- Provide Level 1 & 2 service desk support for a diverse user base.
- Manage and resolve 10-15 tickets per day, some requiring 1-2 days for resolution.
- Ensure timely response to tickets (within 15 minutes), meeting SLA standards.
- Support Microsoft 365, Azure, VMware, and Hyper-V environments.
- Assist with Active Directory administration and WiFi controller management.
- Troubleshoot and support Windows 10 & 11 devices.
- Provide remote support for MSP users via ticketing systems (ConnectWise, Ninja, Kaizu).
- Support mobile devices and Autodesk environment.
- Work with Intune (preferred but not required).
Must-Have Qualifications:
- Experience with service desk ticketing systems and supporting remote users.
- Working knowledge of Microsoft 365, Azure, VMware, Hyper-V, and Active Directory.
- Ability to troubleshoot Windows 10 & 11 issues.
- Strong problem-solving skills with a proactive and customer-focused approach.
- Ability to work under SLAs, ensuring timely response and resolution of cloud tickets.
- Eagerness to learn and grow in a fast-paced environment.
Nice-to-Have Qualifications:
- Experience with Intune.
- Familiarity with mobile device support.
- Exposure to MSP environments.
Salary : $65,000 - $75,000
