Technical Support Specialist

Helpdesk Engineer (MSP) – Windows 11 / Office 365

SG Computers – Waltham, MA
Full-Time | On-Site + Local Travel

SG Computers, a fast-growing cloud-based Managed Service Provider (MSP), is seeking an experienced Senior Helpdesk Engineer to join our expanding team. This role is ideal for candidates with strong Windows 11, Office 365, and desktop support skills who enjoy working directly with clients and solving complex technical problems.

Applicants must live in New England and be able to travel to customer sites within ~40 minutes of our Waltham, MA office. Reliable transportation is required.
Veterans are strongly encouraged to apply.

Top Skills We're Looking For

Windows 11, Office 365, Microsoft 365, Azure, Helpdesk, MSP,
Desktop Support, IT Support, Active Directory, SharePoint,
Troubleshooting, Networking (TCP/IP, DNS, DHCP), Field Support,
Printer Support, Zoom/Teams Support, User Onboarding

Job Responsibilities

• Provide Tier 2/Tier 3 support for Windows 11, Office 365, desktops, laptops, and mobile devices.
• Diagnose and resolve complex software, hardware, and OS issues across multiple client environments.
• Configure, deploy, maintain, and troubleshoot IT equipment including printers, tablets, phones, and conferencing systems.
• Install and support new hardware and software for end users.
• Create and maintain documentation (procedures, best practices, installation steps, backout plans).
• Perform server administration tasks:
• User and group management
• Security permissions
• Group Policy management
• Print services
• Manage user accounts in Active Directory and Microsoft 365.
• Troubleshoot tickets through the helpdesk system with detailed logging.
• Support Office 365: Outlook, Exchange Online, Teams, file permissions, calendars, public folders.
• Support SharePoint Online: permissions, site setup, user access, troubleshooting.
• Assist with onboarding and offboarding (device setup, accounts, access).
• Provide technical support for Zoom meetings, Teams meetings, conference rooms, printers, and IP phones.
• Travel to customer locations within 40 minutes of Waltham is required.

Qualifications

• Strong knowledge of Windows 11 and Microsoft 365/Office 365 administration.
• Understanding of networking protocols: TCP/IP, DNS, DHCP, WINS.
• Experience with Azure or cloud technologies (preferred).
• 1–2 years of experience in an MSP or helpdesk environment (preferred).
• Excellent problem-solving, communication, and customer service skills.
• Ability to work independently and as part of a fast-paced team.
• Valid driver's license and reliable transportation.
• Military veterans are preferred due to their technical aptitude, discipline, and strong mission-focused mindset.

Why Work at SG Computers?

• Rapidly growing MSP with strong career advancement potential
• Work with modern cloud technologies and Microsoft environments
• Exposure to a wide variety of client environments
• Supportive, collaborative team environment
• We value and actively seek out military experience.

Job Type: Full-time

Pay: $60, $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings