White-Glove Systems Engineer (MSP)

Systems & Projects Engineer (MSP)

White-Glove Support | Escalations | Projects | Microsoft Cloud

Location: New York City

Our client is a well-established Managed IT and Cybersecurity firm that has been delivering true white-glove service for over 20 years. They support high-profile clients including financial institutions, professional services firms, and fast-growing organizations with significant technology investments throughout New York City.

Engineers at this firm act as trusted advisors to clients and regularly work on complex infrastructure, cloud, cybersecurity, and modernization projects. This is not a role focused on basic support tasks. Instead, you will be the person clients rely on when critical systems need to be stabilized, environments need to be modernized, or cloud migrations must be executed correctly the first time.

Because the client environments are high-visibility and high-impact, the team delivers a concierge-level support experience. They are looking for someone who is technically strong, polished with clients, and comfortable stepping into escalation situations.

The company invests heavily in employee growth, modern technologies, automation, and internal promotion. For engineers coming from an MSP background who want exposure to more complex environments and project work, this role provides an opportunity to take the next step in their career.

What Makes You a Great Fit

You come from a Managed Service Provider background and understand what it means to support multiple client environments, work within SLAs, and balance both support and project responsibilities.

You enjoy being the escalation point for difficult issues, solving problems other engineers cannot, and stepping into client-facing situations with confidence. You are comfortable working directly with executives, financial firms, and demanding end users while still providing a true white-glove experience.

You are technical enough to own Microsoft 365, Azure, networking, and endpoint issues, but polished enough to build relationships and communicate effectively with clients.

Responsibilities

Serve as the escalation point for complex technical issues across multiple client environments

Deliver true white-glove support to high-profile clients and executives across New York City

Troubleshoot advanced hardware, software, server, cloud, networking, and endpoint issues

Support Microsoft 365, Office 365, Azure, Azure Virtual Desktop, and Exchange environments

Handle escalated issues related to DNS, DHCP, LAN/WAN, wireless, VPN, printers, and remote access environments

Configure and manage Microsoft Intune, Jamf, and Mobile Device Management solutions

Deploy, configure, and support laptops, desktops, mobile devices, and peripherals

Assist with migrations involving Microsoft 365, Azure, SharePoint, and server environments

Participate in infrastructure upgrades, cloud projects, office moves, onboarding efforts, and modernization initiatives

Create and maintain accurate technical documentation, SOPs, ticket notes, and client-facing records

Collaborate with senior engineers and project teams to deliver a seamless client experience

Ensure all work is completed within SLA expectations and in alignment with best practices

Technical Competencies

Windows 10/11 and macOS administration

Microsoft 365, Office 365, Exchange Online, SharePoint, and Teams

Azure and Azure Virtual Desktop

Microsoft Intune and endpoint management

Jamf and Apple device support

Active Directory, Azure AD / Entra ID, Group Policy, and user administration

DNS, DHCP, LAN/WAN, VPN, wireless, and general networking troubleshooting

Remote Desktop Services and remote support tools

ConnectWise or similar PSA/RMM tools

Required Qualifications

3–5 years of MSP experience in a Service Desk, Escalation Engineer, Systems Administrator, or Projects-focused role

Experience supporting multiple client environments simultaneously

Strong knowledge of Microsoft 365, Azure, networking, endpoint management, and troubleshooting methodologies

Comfortable handling escalation tickets and high-visibility client issues independently

Strong verbal and written communication skills with the ability to work directly with clients and executives

Ability to balance project work with escalated support responsibilities

Prior experience working within SLA-driven environments

Compensation & Benefits

$80-95k

Health, dental, and vision coverage

Paid time off and holidays

Exposure to enterprise-level projects and technologies

Career growth opportunities with a company known for promoting from within

Opportunity to work with high-profile clients and cutting-edge technologies