Full Job Description *THIS IS NOT A REMOTE POSITION * 

Level 1/2/3 MSP Support Engineer 

Company: Directec Corporation 

Location: Mount Vernon, Ohio 

Employment Type: Full-time  

About Us: 

Directec Corporation is expanding, and we are seeking a Level 1/2/3 MSP Support Engineer to join our Operations Center in Mount Vernon, Ohio. As an MSP serving small and medium-sized businesses, we offer a comprehensive range of IT services on a per-user, all-inclusive basis. Our offerings include unlimited help desk and onsite support, data backup solutions, cybersecurity and antivirus protection, firewall appliances, Office 365 licenses, and more.  

Job Summary: 

As a Level 1/2/3 MSP Support Engineer, you will deliver exceptional client service through both remote and on-site support. You will primarily work in a Windows environment, addressing a range of issues from basic help desk inquiries to complex engineering challenges. Your role will involve troubleshooting, system maintenance, and process development to ensure optimal performance and reliability. 

Essential Job Functions: 

• Provide tier 2/3 help desk support, including advanced troubleshooting, server administration, and network diagnostics. 

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``` - Perform proactive maintenance, monitoring, and documentation of client network environments through scheduled on-site and remote work. 

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``` - Conduct desktop and network diagnostics, maintenance, and repairs, including application and OS updates. 

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``` - Monitor system integrity and availability, review logs, and verify scheduled jobs such as backups. 

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``` - Apply OS patches and upgrades, configure and add new services, and communicate with impacted parties. 

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``` - Develop and maintain installation, configuration procedures, and system standards. 

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``` - Maintain accurate and up-to-date documentation of client network environments. 

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``` - Develop expertise to diagnose and resolve application and end-user issues. 

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``` - Collaborate with project leads to deploy IT projects, complete tasks within scope and timeline. 

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``` - Provide escalation support for complex issues from clients or team members. 

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``` - Document all work performed and submit detailed support tickets. 

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``` - Participate in the on-call rotation, including after-hours on-site support if necessary. 

Minimum Qualifications: 

• 4+ years of experience in Windows administration, networking, and desktop support. 

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``` - Ability to plan, organize, and document complex system designs and configurations. 

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``` - Strong communication skills for conveying technical information verbally and in writing. 

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``` - Proficiency in troubleshooting, problem-solving, and managing multiple tasks. 

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``` - Experience in a self-directed environment with strong accountability and communication skills. 

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``` - Industry certifications are desired. Experience with ConnectWise Ticketing Systems, Sophos, Synology, Cisco, VMWare, VEEAM, Aruba, and M365 Administration and migration is a plus. 

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``` - Compensation will be based on experience. 

Work Environment and Culture: 

• Work in a growing, dynamic environment where you will be expected to be proactive and self-motivated. 

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``` - Perform duties both remotely and on-site at client locations, typically with 5 to 100 users. 

The role involves ligh