Client Support Engineer

THIS POSITION IS HYBRID; IF YOU ARE NOT LOCAL TO WOBURN, MA PLEASE DON'T APPLYJob PurposeThe Client Support Engineer is responsible for delivering technical support, platform operations, and managed service execution for Data Evolution clients. This role supports both proactive platform work and reactive client service needs, including endpoint, Microsoft 365, backup, security, identity, and general support workflows.The role is operational and execution oriented. Engineers perform structured recurring work, respond to support requests, participate in platform deployments, follow established standards and SOPs, and maintain professional client communication and documentation.This position may support multiple service areas depending on business need, including Platforms, Reactive Support, onboarding, alert response, and client-site work.Duties and ResponsibilitiesPlatform Deployment & ConfigurationDeploy and configure platforms in accordance with Data Evolution's established deployment standards and SOPsOnboard new clients and tenants: M365, backup platforms, endpoint security, RMM agents, and identity toolsParticipate in project planning and execution for platform deployments; maintain accurate project documentationAudit existing deployments against standards; identify and remediate configuration driftMaintain and contribute to SOPs, deployment checklists, and platform documentationBackup Platform OperationsExecute structured monthly backup reviews across the full client stack: Datto SaaS, SkyKick, CloudHQ, Druva, Acronis, VeeamPerform restore testing to validate backup integrity; document results per SOPTriage and resolve backup failure alerts: stalled jobs, agent errors, licensing gaps, EWS/Exchange permission issuesManage user-level backup provisioning and decommissioning as part of structured onboarding/offboarding workflowsManaged Services OperationsMonitor and triage Managed Alerts and Technical Alerts boards in ConnectWise ManageAdminister endpoint security and MDR platforms: agent deployment, tenant configuration, tamper protection, weekly report deliveryReview firewall logs and interface diagnostics; identify actionable alerts and escalate as neededRemediate endpoint alerts: BitLocker re-encryption, RMM agent failures, ScreenConnect access issuesManage M365 tenant administration: licensing, Exchange Online, shared mailboxes, EWS configuration via PowerShellReactive Support & Service Desk ParticipationRespond to assigned client support requests through the service deskTroubleshoot common end-user issues involving Microsoft 365, Windows, macOS, identity, applications, printing, networking, and endpoint accessResolve or escalate incidents according to priority, impact, SLA, and internal escalation standardsParticipate in ticket triage, alert review, and queue management as neededCommunicate clearly with clients regarding issue status, next steps, timelines, and resolutionDocument troubleshooting steps, client communications, root cause, and resolution in the service ticketParticipate in on-call or after-hours support rotation as assignedAutomation & Configuration ManagementAdminister and extend automation workflows in Rewst; apply process automation principles to reduce manual recurring workManage M365 configuration and policy enforcement using Inforcer and similar configuration management toolingIdentify opportunities to automate repetitive managed services tasks and contribute to the team's automation backlogGeneralPerform other duties as assigned to support client operations, managed services delivery, and internal business needsParticipate in cross-functional work across service teams as workload, urgency, and business priorities requireFollow Data Evolution standards, SOPs, documentation requirements, and escalation processesWork service tickets and enter time accurately per company SOPParticipate in on-call rotationProvide escalation-level support for platform issues surfaced by the help deskQualificationsRequired2+ years in a managed services, IT operations, or similar technical roleHands-on experience with at least two SaaS/endpoint backup platforms (Datto, SkyKick, Druva, Acronis, CloudHQ, or Veeam)Microsoft 365 administration: licensing, Exchange Online, SharePoint, OneDrive, tenant managementFamiliarity with M365 configuration management and policy enforcement tools (Inforcer or equivalent)Strong documentation skills; consistent, structured ticket notation is a firm expectationProfessional written and verbal communicationPreferredMSP background with biotech, pharma, or regulated-industry clientsFamiliarity with Rewst or comparable workflow automation platforms; comfort with process automation principlesExperience with a PSA and RMM platform (ConnectWise Manage and Automate strongly preferred)PowerShell scripting for M365/Exchange administration - strong preference; expected as a core competencySophos Intercept X administration: tenant management, agent deployment, reportingIndustry certification (CompTIA Security+, MS-102, or equivalent)Working ConditionsThis is an in-office position with a discretionary hybrid allowance. Currently, two office days per week (specified by the company) in our Woburn, MA office are required. Occasional evening or weekend work required for on-call rotation. No regular travel anticipated.Direct ReportsNone.