Senior Systems MSP Engineer, AI-Enabled Service Delivery

Modern IT

Senior MSP Systems Engineer for AI-Enabled service delivery at Modern IT. Responsible for leading technical support and improving service models with AI tools.

Posted 7/27/2026full-timeLa Verne • California • 🇺🇸 United StatesSenior💰 $110,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex technical support incidents, particularly within Microsoft 365 environments, while maintaining high standards of documentation and client communication. Proficient in identifying service patterns and implementing automation and process improvements to enhance service delivery.

Highest-signal resume keywords

Microsoft 365 SupportIncident ManagementConnectWise PSA ExperienceNetworking FundamentalsDocumentation Discipline

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ResolutionMicrosoft ExchangeSharePointMicrosoft TeamsEntra IDTCP/IPVLANsRoutingFirewall Troubleshooting

Soft Skills

Client CommunicationMentoringProcess ImprovementCuriosityProblem-Solving

Tools & Technologies

ConnectWisePSA/RMM ToolsAI Automation Tools

Industry Keywords

Managed ServicesClient-Facing ITService PatternsRoot Cause AnalysisKnowledge Base Management

Tech Stack

Tools & technologies

DNSFirewallsTCP/IP

About the role

Key responsibilities & impact

Own reactive support incidents from intake through resolution, ensuring clear triage, prioritization, communication, documentation, and follow-through, both remotely and on-site.
Provide technical leadership for complex issues across Microsoft 365, endpoints, networking, identity, access, and client environments, both remotely and on-site.
Lead client communication during incidents by setting expectations, providing proactive updates, and maintaining confidence throughout the resolution process.
Identify recurring issues, service patterns, and root causes that should become documentation, standards, automation, or permanent fixes.
Create and improve knowledge base articles, ticket documentation, troubleshooting guides, and client-specific support notes.
Maintain high-quality PSA data in ConnectWise, including notes, time entries, categorization, statuses, resolution details, and next steps.
Support ROC team consistency by mentoring teammates, sharing knowledge, reinforcing process discipline, and helping reduce unnecessary escalations.
Partner with leadership and AI architects to turn real service patterns into practical AI, automation, documentation, and prevention improvements.

Requirements

What you’ll need

6+ years of experience in technical support, managed services, or a similar client-facing IT environment.
Proven ability to own complex incidents from intake through resolution in a fast-paced, high-volume service environment.
Strong hands-on experience supporting Microsoft 365 environments, including Exchange, SharePoint, Teams, Entra ID, identity/access issues, endpoint troubleshooting, and tenant-level administration.
Solid networking fundamentals, including TCP/IP, VLANs, routing, firewalls, wireless, VPNs, DNS, DHCP, and WAN/LAN troubleshooting.
Hands-on experience working in ConnectWise PSA or a comparable PSA/RMM environment, with strong ticket hygiene, documentation, time entry, categorization, and workflow discipline.
Ability to communicate clearly with clients during urgent or ambiguous incidents, including setting expectations, explaining impact, and maintaining confidence.
Strong documentation discipline, including clear ticket notes, resolution details, knowledge base contributions, root cause findings, and repeat issue tracking.
Demonstrated ability to identify recurring issues, improve processes, and contribute to standards, automation, or permanent fixes.
Curiosity and practical interest in using AI, automation, and modern tools to improve service delivery, documentation, knowledge retrieval, and issue prevention.

Benefits

Comp & perks

Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options)
Coverage effective Day 1
Modern IT contributes toward employee and dependent premiums
Basic Life and AD&D insurance
Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children)
Long-Term Disability insurance (employer-sponsored; effective after 3 months)
60% of earnings up to $10,000/month
Optional Dental and Vision insurance (effective Day 1 if elected)
Medical Flexible Spending Account (FSA)
Health Savings Account (HSA) for HDHP participants
Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination)
Employee Assistance Program (confidential counseling and resources)
Critical Illness, Accident, and Disability coverage
Perks at Work (discounts on travel, electronics, home goods, etc.)
Adoption Assistance Program (up to $1,500 reimbursement)
Commuter Benefits Program (pre-tax transit/parking)
80 hours of PTO per anniversary year (for new full-time employees)
6 paid sick days per anniversary year
7 paid company holidays
Up to 2 floating holidays per calendar year
401(k) plan with employer match
Eligibility begins the first day of the month following 3 months of employment