What are the responsibilities and job description for the MSP Engineer position at Diligex?
About Diligex
Diligex is a managed services provider focused on delivering secure, reliable, and well-architected IT environments for our clients. We prioritize standards, documentation, and long-term solutions over quick fixes. Our engineers are expected to think critically, communicate clearly, and take ownership of outcomes.
Role Overview
The MSP Engineer role blends L2 technical support with project implementation responsibilities. This is a client-facing position for an engineer who can troubleshoot complex issues, execute projects cleanly, and operate comfortably in a structured MSP environment.
You will support multiple client environments while also playing a key role in onboarding, migrations, and infrastructure improvements. This is not a helpdesk-only role — project execution, documentation, and accountability are core expectations.
Key Responsibilities
Technical Support (L2)
• Serve as escalation support for advanced technical issues
• Troubleshoot and resolve issues related to:
o Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID)
o Windows 10/11 and core Windows Server roles
o Networking fundamentals (firewalls, switches, VPNs, Wi-Fi)
o Endpoint security, backups, and business continuity
• Perform root cause analysis and implement durable fixes
• Document resolutions clearly and consistently
• Communicate effectively with clients throughout the support process
Project Implementation
• Execute technical tasks for client projects, including:
o New client onboardings
o Microsoft 365 migrations and tenant configuration
o Endpoint deployments (Intune, Autopilot, device standards)
o Network and hardware refreshes
o Security improvements (MFA, EDR, backups)
• Follow Diligex standards, checklists, and documentation requirements
• Coordinate with project managers and senior engineers
• Identify risks, gaps, or improvement opportunities during delivery
• Ensure clean project closeout and handoff to support
Required Experience & Skills
• 3–5 years in an MSP or multi-client IT support environment
• Strong working knowledge of Microsoft 365 administration
• Solid understanding of Windows OS and basic Windows Server concepts
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Ability to manage competing priorities across tickets and projects
• Strong written and verbal communication skills
• Comfortable working independently with accountability
Preferred Qualifications
• Experience with Intune, Entra ID, and Conditional Access
• Firewall experience (FortiGate, SonicWall, Meraki, or similar)
• PowerShell basics
• Familiarity with MSP tools (RMM, PSA, backup platforms)
• Relevant certifications (Microsoft, CompTIA, vendor-specific)
What Success Looks Like at Diligex
• Issues are resolved correctly the first time
• Projects are delivered on time, on scope, and well-documented
• Clients trust your technical judgment and communication
• You actively contribute to improving standards and processes
• You take ownership instead of waiting for direction