The Technical Support Engineer is responsible for providing Level 1 and Level 2 technical support to MCP staff through phone, email, and remote access. This position requires a responsive problem solver who can explain technical information clearly to non-technical users. Schedule flexibility is required to support staff across multiple time zones. The role requires a professional committed to success by embracing and living our core values of Persistence, Integrity, Trust, Accountability, and Prudence.

• Serve as the first point of contact for all IT support requests via phone, email, and ticketing system.
• Troubleshoot and resolve Level 1 issues (password resets, software installs, hardware setup, connectivity problems).
• Handle Level 2 escalations involving Microsoft 365, Azure AD, Exchange, Teams, VPN, and advanced device/network troubleshooting.
• Escalate unresolved or highly complex system and infrastructure issues when necessary.
• Administer and manage the IT help desk ticketing system, ensuring tickets are prioritized, tracked, and closed within SLA standards (ConnectWise Manage preferred).
• Maintain clear documentation and update a knowledge base for recurring issues.
• Monitor trends in support requests and provide recommendations for process improvements.
• Coordinate remote provisioning, imaging, and shipping of endpoint devices and peripherals to staff.
• Configure, and deactivate user accounts across Microsoft 365, Azure AD, and other company platforms.
• Patch, and update desktops, laptops, and mobile devices through endpoint management tools including Intune, Screen Connect, and NinjaOne RMM.
• Maintain accurate inventory of IT hardware, software, and licenses.
• Provide onboarding and offboarding IT support, including setup and orientation.
• Ensure endpoint devices meet security requirements (patching, antivirus, MFA, encryption).
• Assist with routine IT audits, backups, and continuity testing.
• Monitor Defender XDR for security alerts, report security anomalies or risks promptly.
• Provide comprehensive support for a fully remote workforce, including troubleshooting home office networking issues, secure connectivity, including training and support to staff on IT tools and systems.
• Communicate solutions and technical guidance clearly and effectively.
• Participate in after-hours/on-call rotation to support urgent issues.
• Travel occasionally (up to 10%) to MCP offices, client sites, or vendor locations as needed.
• Perform other IT support–related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• 4+ years of IT support experience, including both Level 1 and Level 2 support.
• Strong knowledge of Microsoft 365 (GCC is a plus), Azure AD, Exchange, Teams, and Windows 11.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPNs) and remote workforce troubleshooting.
• Experience with virtualization technologies (AWS EC2, Azure VM)
• Experience with endpoint management, patching, and imaging tools.
• Excellent written/verbal communication and organizational skills.
• Ability to manage workload independently and perform in a fast-paced environment.
• Preferred certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals or Administrator.

BENEFITS

• 100% company-paid medical premiums for employees
• competitive dental and vision insurance
• 401(k) plan with company match
• Wellness allowance to support employee well-being
• Life and AD&D insurance
• Disability insurance (short-term and long-term)
• Flexible Spending Accounts (FSA) & Health Savings Accounts (HSA)
• Flexible Paid Time Off to support work-life balance
• Employee Assistance Program (EAP)
• Perks at Work program offering discounts on products and services

ABOUT US:

Mission Critical Partners, LLC

Mission Critical Partners (MCP) is a leading provider of data, consulting, engineering, network, and security solutions that are transforming segmented mission-critical networks and operations into interwoven ecosystems to improve response and justice outcomes in the communities and ever-expanding markets we serve. Through our breadth and depth of experience and an extensive network of resources, we are able to offer unique and successful solutions that help our clients improve technology and operations across a variety of industries ranging from public safety and justice to utilities, healthcare, and more. Additional information and career opportunities are available at MissionCriticalPartners.careers.

 Mission Critical Partners (MCP) is an Equal Opportunity/Affirmative Action Employer. We provide fair and equal employment opportunities to all qualified applicants, regardless of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

 United States citizens, Green Card holders, and those authorized to work in the United States are encouraged to apply. We are unable to sponsor H1b candidates at this time.