IT Support Engineer – Managed Services

PASSKEY TECHNOLOGY is hiring an IT Support Engineer for a hybrid managed services role in Golden Valley, MN. The position combines hands-on client support with project work across Microsoft 365, cybersecurity, networking, and infrastructure.

Role Overview

In this role, you will troubleshoot escalated client issues and help deliver improvements across identity, endpoints, network connectivity, and server environments. You will also work with clients to understand business needs, explain options, and recommend solutions, while maintaining clear documentation and accurate client records.

Key Responsibilities

• Troubleshoot escalated client issues across Microsoft 365, Windows, networking, server, and security environments
• Configure and support Entra ID, Conditional Access, MFA, Intune, MDM/MAM, and Microsoft security controls
• Support client migrations from traditional Active Directory and server environments to Microsoft 365 cloud services
• Support Microsoft Defender, endpoint protection, identity security, and related cybersecurity solutions
• Assist with information protection, compliance, and cloud security initiatives
• Configure and troubleshoot firewalls, switches, wireless networks, VPNs, and virtualization platforms
• Support Windows Server, Active Directory, and Group Policy environments
• Participate in Microsoft 365, infrastructure, cybersecurity, and cloud projects
• Work directly with clients to understand requirements, communicate options, and recommend solutions
• Document technical work clearly and maintain accurate client information
• Prioritize competing client issues, including knowing when to escalate or ask for assistance
• Assist with support tickets as needed, with shared responsibility across the team
• Participate in a rotating on-call schedule for after-hours emergencies and urgent client issues

Required Qualifications

• 3+ years of progressively responsible hands-on IT support, systems administration, engineering, or MSP experience
• Strong troubleshooting and problem-solving skills
• Strong Microsoft 365 administration and support experience
• Experience supporting Microsoft 365 environments, including Entra ID, Conditional Access, Intune, or similar identity and device management technologies
• Knowledge of Windows Server, Active Directory, and Group Policy
• Solid networking fundamentals and firewall experience
• Strong communication and customer service skills
• Comfort working directly with clients and making technical recommendations
• Ability to prioritize multiple client issues, document work clearly, and work independently while knowing when to involve others

Technologies You May Work With

Microsoft 365, Windows, Entra ID, Conditional Access, MFA, Intune, MDM/MAM, Microsoft Defender, Microsoft Copilot, SharePoint, OneDrive, EDR/MDR solutions, RMM, PSA, IT Glue, Datto RMM, Autotask, Huntress, SentinelOne, Avanan, SaaS Aerts, Watchguard, Dropsuite, firewalls, switches, wireless networks, VPNs, virtualization, Windows Server, Active Directory, Group Policy.

Work Arrangement

• Hybrid role in Golden Valley, MN, primarily in-office with work-from-home flexibility
• New employees should expect additional time in the office during onboarding and while learning clients, systems, and processes
• Ongoing expectation is a minimum of three days per week in the office

Salary

USD 75,000 - 85,000 per year

Benefits

• Health, dental, and vision insurance
• Health Savings Account (HSA)
• Life insurance
• Simple IRA with company match
• 401(k) and 401(k) matching
• 10 paid holidays
• 10 vacation days
• 5 additional PTO days
• Mileage reimbursement
• Phone reimbursement
• Training and certification reimbursement

AI and Emerging Technology

Clients are increasingly asking about Microsoft Copilot, ChatGPT, Claude, and other AI technologies. This role is not focused on AI development, but experience with AI tools, governance, automation, scripting, agents, or workflow development is a plus. Using AI to improve documentation, troubleshooting, automation, client workflows, or internal processes is especially valuable.

Additional Application Prompts

• How many years of professional IT experience do you have, and how much of that experience has been working for an MSP?
• Briefly describe one IT project you personally helped implement or lead. What technology was involved and what was your role?
• Briefly describe your hands-on experience with Microsoft 365, including experience with Entra ID, Conditional Access, Intune, MDM/MAM, Microsoft Defender, SharePoint/OneDrive, or related technologies.
• This position includes a mix of support tickets, project work, Microsoft 365, networking, cybersecurity, servers, and occasional onsite client work. How comfortable are you working across a wide variety of technologies and responsibilities?

Location / Commute Requirement

Golden Valley, MN 55427 (Required)