IT Support Engineer (MSP)

IT Support Engineer (MSP)

GO Technology Group | Oak Brook, IL | Full-Time, Hybrid

About Us

GO Technology Group is a managed services provider in the Chicagoland area. We support private businesses, schools, municipalities, police departments, and park districts with IT services, cybersecurity, cloud solutions, and hands-on support that actually makes a difference.

We're not a corporate machine. We're a small, high-performing team where everyone has a voice, ownership matters, and your work has a direct impact on our clients. We move fast, solve real problems, and take pride in doing things right. If that sounds like your kind of place, you'll fit in here.

About the Role

We're hiring an IT Support Engineer for a client-facing role, supporting multiple businesses, schools, and municipal clients across the Chicago area.

This role requires real MSP experience. You need to be a strong troubleshooter who gets to root cause instead of settling for a quick fix, and you need to be able to manage your own workload and make good calls without someone looking over your shoulder.

This isn't a basic help desk job, and it isn't a senior systems engineering role either. You'll own tickets start to finish, communicate clearly with clients, and know when to solve something yourself versus when to escalate. Most of the work is Microsoft 365 and Windows, with some Google Workspace and Apple/iPad support mixed in.

Location, Travel & Schedule

• Full-time, based in the Chicagoland area.
• Hybrid: two days onsite at our Oak Brook, IL office.
• Regular local travel to client sites across Northern Illinois.
• Rotating on-call schedule, about once every 6 weeks.

What You Need

• MSP experience is required. You need prior experience supporting multiple clients in an MSP or similar environment. No exceptions.
• Strong troubleshooting skills. You get to root cause, not just symptoms.
• The ability to work independently. You can prioritize your own ticket queue, solve problems without hand-holding, and know when to escalate.
• 2+ years of professional IT support experience.
• Strong experience with Microsoft 365, Entra ID, Exchange Online, Teams, SharePoint, OneDrive, and Outlook.
• Experience supporting Windows 10/11 workstations.
• Working knowledge of Windows Server, Active Directory, DNS, DHCP, file shares, permissions, and Group Policy.
• Familiarity with Microsoft Intune or similar endpoint management tools.
• Working knowledge of Google Workspace and Apple/iPad support.
• Basic to intermediate networking knowledge: firewalls, switches, VLANs, wireless access points, VPNs, DNS, DHCP, and ISP troubleshooting.
• Comfortable using RMM, PSA, ticketing, and remote access tools.
• Excellent customer service skills, with the ability to manage multiple clients and priorities in a fast-paced environment.
• Strong communication skills. You can explain technical issues clearly to non-technical clients.
• Reliable transportation and willingness to travel locally to client sites.
• Ability to lift and carry IT equipment up to 50 lbs.
• Authorized to work in the United States.

What You'll Do

• Provide remote and onsite support for MSP clients.
• Troubleshoot Windows desktops, laptops, printers, mobile devices, business applications, and network connectivity issues.
• Support Microsoft 365: Entra ID, Exchange Online, Teams, SharePoint, OneDrive, Outlook, and licensing.
• Handle user administration: onboarding, offboarding, MFA, password resets, group membership, and permissions.
• Support Windows Server, Active Directory, DNS, DHCP, file shares, and Group Policy.
• Deploy and configure endpoints and basic security policies using Microsoft Intune.
• Support Google Workspace and Apple/iPad devices, especially in school environments.
• Troubleshoot firewalls, switches, wireless access points, VPNs, VLANs, and internet connectivity.
• Use NinjaOne RMM, our PSA/ticketing system, remote access tools, and documentation systems to manage your work.
• Coordinate with third-party vendors, including ISPs, copier vendors, software vendors, and line-of-business application support teams, on clients' behalf.
• Assist with Microsoft 365, SharePoint, OneDrive, workstation, and cloud migration projects.
• Communicate technical solutions to clients clearly and professionally.
• Escalate complex issues when needed, while staying accountable for the client's experience.
• Keep ticket notes and documentation clear, accurate, and up to date.

Nice to Have

• Experience with NinjaOne RMM.
• Experience with Microsoft Intune, Autopilot, or endpoint compliance policies.
• Experience supporting schools, municipalities, park districts, or law enforcement clients.
• Experience with Apple Mobile Device Management platforms.
• Experience with Microsoft 365 or SharePoint migrations, or file server to OneDrive/SharePoint transitions.
• Experience with cybersecurity tools, endpoint security platforms, or BDR solutions.
• Experience with VoIP systems, backup platforms, or network security tools.
• Relevant Microsoft or IT certifications.

What Success Looks Like

• You own tickets from start to finish, whether you resolve them or escalate them properly.
• Clients like working with you because you're responsive, clear, and professional.
• You keep clients updated without being asked.
• Your ticket notes, time entries, and documentation are accurate and easy to follow in NinjaOne and our PSA.
• You juggle multiple clients and priorities without dropping details.
• You make the right call on when to solve something yourself and when to escalate.
• You make things better for clients and teammates alike.
• You keep learning and growing your technical skills.

Compensation & Benefits

• Salary: $60,000 to $90,000 per year, based on experience.
• Health insurance.
• Paid time off.
• Professional development and training.

Requirements & Compliance

• Physical: Ability to lift and carry IT equipment up to 50 lbs, including desktops, servers, UPS units, and network switches. The role may involve standing, crouching, and working in tight spaces, including server closets, network rooms, and under desks, during onsite work.
• Background check: Because some of our clients are law enforcement and municipal government, employment is contingent on passing a background check and any client-specific clearance requirements.
• Work authorization: Must be authorized to work in the United States. We are not able to provide sponsorship for this role.
• GO Technology Group is an Equal Opportunity Employer. We're committed to a respectful, professional, and inclusive workplace. All employment decisions are based on business needs, job requirements, and individual qualifications.