Senior Service Desk Technician (Hybrid) – MSP Experience Required

Descripción completa del empleo

ABOUT QIT SOLUTIONS

QIT Solutions is a mid-sized managed services provider headquartered in West Palm Beach, FL, specializing in cybersecurity, cloud services, and IT management. We deliver customized solutions through partnerships with leading hardware and software providers, ensuring our clients' data security and operational efficiency.

We are a team that takes ownership, solves problems thoroughly, and holds ourselves to a high standard. We don't cut corners on documentation, we don't hand off half-finished tickets, and we don't let things fall through the cracks. If that sounds like how you already work, keep reading.

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THE ROLE

We are hiring a Senior Service Desk Technician to handle both advanced remote support and hands-on on-site work across our managed services client base in the South Florida area.

This role splits between two types of work. When working remotely, you are a Tier 2 escalation resource: handling advanced troubleshooting, supporting Tier 1 technicians, and driving complex tickets to resolution from a queue in ConnectWise Manage. When on-site at client locations in the South Florida area, you are the hands-on tech: resolving desktop and hardware issues, supporting end users directly, and handling the kind of work that requires someone physically present. You need to be comfortable operating at both levels.

The remote work is varied: one ticket might be a Group Policy issue in a Windows Server environment, the next might be a Fortinet firewall rule that's blocking traffic, and the next might be an Exchange Online mail flow problem. The on-site work is practical: a user whose laptop won't connect, a printer that needs to be set up, a switch that needs to be racked, or a conference room that needs AV troubleshooting. You need to be someone who can do both without seeing either as beneath you.

This is not a management role. It is not a Tier 3 architecture or engineering role. It is a hands-on technical support position for someone who is versatile, reliable, and takes pride in doing the work well regardless of whether the ticket is complex or straightforward.

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WHAT YOU'LL DO

Remote / Escalation Work:

• Own escalated Tier 2 tickets and drive them to resolution without unnecessary handoffs
• Support Tier 1 technicians on complex issues by providing guidance and hands-on assistance, helping them grow while keeping ticket ownership where it belongs
• Troubleshoot advanced issues involving Windows Server and Desktop environments, Active Directory, Group Policy, Microsoft 365, Azure/Entra ID, DNS, DHCP, and TCP/IP networking
• Support and troubleshoot Fortinet firewalls, VPN configurations, and LAN/WAN connectivity
• Manage and troubleshoot virtualization platforms (Hyper-V or VMware ESXi)
• Support backup and recovery operations using tools such as Veeam or Acronis

On-Site Work:

• Provide on-site desktop, hardware, and end-user support at client locations in the South Florida area
• Handle equipment setup, moves, peripheral troubleshooting, and basic network troubleshooting during on-site visits
• Serve as the face of QIT Solutions at client sites, maintaining a professional and service-oriented presence
• Resolve the hands-on issues that can't be handled remotely: hardware failures, cabling, workstation deployments, and in-person user support

Both:

• Maintain detailed ticket documentation and contribute to our internal knowledge base
• Communicate clearly and professionally with non-technical end users and client stakeholders
• Manage multiple priorities while maintaining service level agreements
• Participate in an on-call rotation for after-hours support

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WHAT WE'RE LOOKING FOR

You are someone who has done this work before in an MSP environment. You understand the pace, the context-switching, and the accountability that comes with supporting multiple client networks. You don't need to be told to document your work or follow up on open tickets. You're just as comfortable swapping a hard drive at a client's office as you are troubleshooting a mail flow rule in Exchange Online.

Required:

• 3+ years of hands-on experience in an MSP environment (this is a hard requirement, not a preference)
• 3+ years of Windows Server and Desktop administration in Active Directory environments
• Strong working knowledge of Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID, Azure)
• Solid understanding of networking fundamentals: DNS, DHCP, TCP/IP, HTTP, SMTP, VPN
• 2+ years managing virtualization platforms (Hyper-V or VMware ESXi)
• 1+ year working with backup solutions (Veeam, Acronis, or similar)
• Experience working from a ticket queue and managing multiple priorities under SLA pressure
• Strong written and verbal communication skills
• Must be located in the South Florida area and able to work on-site at our office and at client locations multiple days per week
• Valid driver's license and reliable transportation for on-site client visits

Preferred (not required):

• Fortinet firewall experience
• Experience with ConnectWise Manage (strongly preferred; this is our PSA and you will live in it daily)
• Experience with NinjaRMM (our RMM platform)
• CompTIA, Microsoft, or Fortinet certifications
• Familiarity with EDR/MDR platforms and email security tools

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WHAT THIS ROLE IS NOT

We want to be upfront so we both save time:

• This is not an entry-level help desk position. If your experience is primarily Tier 1 (password resets, printer issues, basic desktop support only), this role requires more depth than that.
• This is not a senior engineer or architect role. If you're looking for infrastructure design, project leadership, or strategic consulting work, this isn't it.
• This is not an internal IT role. You will support multiple external client environments simultaneously. If you have only supported a single internal network, the MSP pace and context-switching will be a significant adjustment.
• This is not a fully remote position. You will be on-site at our West Palm Beach office and as-needed at client locations multiple days per week.
• This is not a purely remote escalation role. On-site days involve hands-on support work including desktop troubleshooting, hardware, and direct end-user assistance. If you're only interested in backend or escalation-level work, the on-site component won't be a good fit.

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BENEFITS

- Hybrid work arrangement (in-office and remote)

- Health, dental, and vision insurance

- 401(k) with employer match

- Flexible PTO policy

- Short-term disability and life insurance

- Mileage reimbursement for on-site client visits

- Equipment provided

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GROWTH

QIT Solutions is growing, and we invest in the people who grow with us. This role offers a path toward senior technical positions within our service delivery organization for the right person. We value initiative, ownership, and continuous improvement, and we promote from within when those qualities are demonstrated consistently.

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OUR MISSION AND VALUES

Our Mission: To serve others by delivering trusted technology services with excellence and integrity, honoring God in all we do.

Our Vision: To build a trusted, enduring technology firm that develops leaders, strengthens organizations, and advances God's purpose through service and excellence.

These aren't words on a wall. They shape how we hire, how we treat clients, and how we treat each other. If that resonates with you, you'll find this is a team worth being part of.

QIT Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• MSP (Managed Services Provider): 3 years (Required)
• Help Desk Support: 3 years (Required)

Work Location: Hybrid remote in West Palm Beach, FL 33409