MSP Support Engineer

MSP Support Engineer

The objective of an MSP support engineer is to work within your defined scope to assist MSPs with their product stack. Common tasks include: RMM – Creating Scripts, Creating Filter/Groups, Configuring and Troubleshooting patching, automation packages, troubleshooting RMM agent, implementation, and updates, etc. and PSA – Configuring/designing workflows, modifying system configuration – mailboxes, mailbox templates, troubleshooting system issues, modifying automations, setting and configure the system based on client needs, implementing the PSA system, etc.
About Us
Comer Technology Group (CTG) is a premium, value-based, MSP consulting firm. Traditionally we had focused on managing, supporting, and implementing the ConnectWise Suite. Over the last several years we have pivoted to being official implementation partners of Halo PSA and N-Central. We support both products quite heavily and resell N-Central to MSPs also. We still support additional PSAs and RMMs to this day including Datto RMM and ConnectWise Automate. All our staff are 100% remote.

Ideal Candidate
For us, an ideal candidate would have a primary focus on customer satisfaction and solving problems with the drive and ability to learn. We know that not everyone is an expert of everything but if you strive to implement solutions for the customer and solve problems, we want you on our team! Logical and analytical mindset is a huge benefit to these positions as you need to be able to take input from the customer, logs, etc. and work through that problem or situation. WE WANT PROBLEM SOLVERS

Why Work for Us
We care about YOU! One of the biggest focuses for us is the focus on the employee (which includes their family, needs, responsibilities, etc.). Family events, sports, school, emergencies, etc. all take priority at Comer Technology Group. We expect that for ourselves, and we expect the same for you. Help each other out and help yourself out. We care about our customers and want them to have an exquisite experience.

Job Requirements

• RMM Engineer
o Scripting Experience – PowerShell required, bash, python, etc. is a plus.
o Windows Desktop and Server OS experience – configuration, troubleshooting, etc.
o Database Experience – Depending on the RMM, MSSQL and/or MySQL experience is a huge plus as some have native capabilities to utilize them.
o Experience with MSP tools required – RMMs (Automate, Ninja, N-Central, Datto RMM, etc). PSAs (HaloPSA, CW Manage, AutoTask, etc.), Antivirus products, backup products, monitoring and configuration, automation, Office 365, etc.
o RMM/PSA Certifications: Preferred. We will help you obtain them.
o Additional Certifications: Preferred. Not Required
o Experience managing networks, systems, and administrating Windows environments.
o Firewall experience a plus.
o A strong desire to learn and grow.
o Communication Skills: Required. English speaking customers that are global (US, UK, Australia, Middle East, etc.). You must be able to communicate efficiently and effectively with them.

• PSA Engineer
o Workflow Experience: Experience with other workflow driven systems required. ERPs, CRMs, PSAs, etc. Any system that requires logical understanding of a desirable outcome and a path to get there.
o MSSQL/MySQL Experience: Heavily preferred. Being able to write reports, BI, etc. is a huge help, especially for dashboards.
o Ticketing Systems: Required. Experience working on ticketing systems is required.
o Customer Service: Experience working as a customer-facing engineer. This helps to understand how to implement and best support these systems.
o REST API(s): Extremely helpful for third party integrations and automations.
o Experience with MSP Tools: RMMs (Automate, Ninja, N-Central, Datto RMM, etc). PSAs (HaloPSA, CW Manage, AutoTask, etc.), Antivirus products, backup products, monitoring and configuration, automation, Office 365, etc.
o RMM/PSA Certifications: Preferred. We will help you obtain them.
o PSA/ERP Experience: ConnectWise Manage, AutoTask, ServiceNow, etc.
o A strong desire to learn and grow.
o Communication Skills: Required. English speaking customers that are global (US, UK, Australia, Middle East, etc.). You must be able to communicate efficiently and effectively with them.

Other Requirements:
• Self-starter with good time management skills and communication skills
• The position is 100% remote and candidates must have access to high-speed internet.
• Ability to speak and write clear English.
• You must be able to communicate via voice and e-mail to our customers so your area must be clear of background noise and must be processional.
• Real-World Experience working in/for MSPs.