IT Support Engineer – Managed Services

PASSKEY TECHNOLOGY is hiring an IT Support Engineer for its Managed Services team in Golden Valley, MN. This hybrid role is primarily in-office, with work-from-home flexibility and an onboarding period that includes additional time on-site to learn clients, systems, and internal processes. The position combines hands-on troubleshooting with Microsoft 365 and security support, plus a rotating on-call schedule for after-hours emergencies and urgent client issues.

You will support client environments across identity, endpoints, networking, and infrastructure, and partner directly with customers to understand business needs and recommend solutions. Clear documentation and accurate client records are key, as is the ability to prioritize multiple issues and escalate appropriately when additional support is needed.

Responsibilities

• Troubleshoot escalated client issues across Microsoft 365, Windows, networking, server, and security environments
• Configure and support Entra ID, Conditional Access, MFA, Intune, and MDM/MAM using Microsoft security controls
• Assist with migrating clients from traditional Active Directory and server environments to Microsoft 365 cloud services
• Support Microsoft Defender, endpoint protection, identity security, and related cybersecurity solutions
• Contribute to 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 with clients to explain options and recommend solutions based on business needs
• Document technical work clearly and maintain accurate client information
• Prioritize competing client issues and know when to escalate or ask for assistance
• Assist with support tickets as needed, with everyone on the team contributing to client support
• Participate in a rotating on-call schedule for after-hours emergencies and urgent client issues

Required Experience

• 4+ 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, and 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

Technology Focus

• Microsoft 365, Windows, Entra ID, Conditional Access, MFA, Intune, MDM/MAM
• Microsoft Defender, endpoint protection, identity security, and related Microsoft security controls (including EDR/MDR)
• Active Directory, Group Policy, Windows Server
• VPNs, virtualization platforms, firewalls, switches, and wireless networks
• SharePoint, OneDrive
• MSP tools and documentation/management systems, including RMM, PSA, IT Glue, and platforms such as SentinelOne, Avanan, Watchguard, Dropsuite, Datto RMM, and Autotask
• AI and emerging technology: Microsoft Copilot, ChatGPT, and Claude

Hybrid Work Arrangement / Onboarding Expectation

• Hybrid position: primarily in-office with work-from-home flexibility
• During onboarding and learning clients, systems, and processes, new employees should expect additional time in the office
• Ongoing expectation: a minimum of three days per week in the office

Education

• Associate’s degree (preferred)

Preferred Qualifications

• MSP experience strongly preferred
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field, with relevant technical or trade school education also valued
• Understanding of cybersecurity concepts, EDR/MDR solutions, MFA, identity security, and security best practices

AI & Emerging Technology

• Clients increasingly ask about Microsoft Copilot, ChatGPT, Claude, and other AI technologies
• This is not an AI developer role, but experience with AI tools, governance, automation, scripting, agents, or workflow development is a plus
• Experience using AI to improve documentation, troubleshooting, automation, client workflows, or internal processes is especially valuable
• Candidates should be curious, adaptable, and eager to keep learning as technologies evolve

Compensation

• $75,000-$85,000 per year depending on experience, qualifications, certifications, and relevant MSP experience
• Pay range listed as $75,000.00 - $85,000.00 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
• Paid time off
• Retirement plan
• Dental insurance
• Health insurance
• Vision insurance
• Health savings account

Application Questions

• Briefly describe your hands-on experience with Microsoft 365, including any experience with Entra ID, Conditional Access, Intune, MDM/MAM, Microsoft Defender, SharePoint/OneDrive, or related technologies.
• How many years of professional IT experience do you have, and is any of that experience working for an MSP?

Ability to commute: Golden Valley, MN 55427 (Required)