IT Support Engineer - Managed Services

IT Support Engineer – Managed Services

Location: Golden Valley, MN

Work Arrangement: Hybrid, primarily in-office with work-from-home flexibility.

New employees should expect to spend additional time in the office during onboarding and while learning our clients, systems, and processes. Our ongoing expectation is a minimum of three days per week in the office.

Salary: $75,000-$85,000 depending on experience, qualifications, certifications, and relevant MSP experience.

About Passkey

Passkey Technology is a well-established Managed Services Provider (MSP) serving businesses throughout the Twin Cities since 1991. We provide IT support, Microsoft 365, cybersecurity, infrastructure, cloud, and consulting services.

We're a small, experienced team, which means our engineers have the opportunity to work across a wide variety of technologies and client environments. Our clients range from small businesses to growing organizations across many industries, giving our team exposure to diverse technologies, challenges, and opportunities.

If you enjoy solving different problems every day, working directly with clients, and continuously learning, you'll fit well here.

About the Role

We're looking for an experienced IT Support Engineer with strong technical fundamentals, excellent troubleshooting skills, and ideally previous MSP experience.

This is not an entry-level help desk position.

This is a hands-on role covering support, projects, cloud services, cybersecurity, networking, and traditional infrastructure. We especially need someone who understands Microsoft 365 beyond basic administration, including Entra ID, Conditional Access, Intune, MDM/MAM, Microsoft Defender, and modern security technologies.

The right person will be comfortable moving between troubleshooting client issues, participating in projects, supporting Microsoft 365 environments, working with cybersecurity tools, and communicating directly with clients.

We understand that no candidate will be an expert in every technology we support. We are looking for someone with strong technical fundamentals, solid Microsoft 365 experience, excellent troubleshooting ability, and a desire to continue growing their expertise.

Candidates who have experience with Microsoft 365, networking, infrastructure, or cybersecurity are encouraged to apply even if they do not meet every qualification listed below.

What You'll Do

• 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
• Help migrate clients 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 business needs, explain options, and recommend solutions
• 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 when needed. Everyone on our team helps support our clients.
• Participate in a rotating on-call schedule for after-hours emergencies and urgent client issues

What We're Looking For"

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
• Comfortable working directly with clients and making technical recommendations
• Able to prioritize multiple client issues, document work clearly, and work independently while knowing when to involve others

Preferred Qualifications

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

MSP Tool Experience

Experience with RMM, PSA, documentation, monitoring, and MSP platforms is a plus, including Datto RMM, Autotask, IT Glue, Huntress, SentinelOne, Avanan, SaaS Alerts, Watchguard, Dropsuite or other similar MSP-focused tools a plus.

AI & Emerging Technology

Our clients are increasingly asking about Microsoft Copilot, ChatGPT, Claude, and other AI technologies.

We're not looking for an AI developer, 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.

More importantly, we're looking for someone who is curious, adaptable, and excited to continue learning as these technologies evolve.

What We Offer

· Hybrid work flexibility after onboarding

· Health, dental, and vision insurance

· Health Savings Account (HSA)

· Life insurance

· SIMPLE IRA with company match

· 10 paid holidays

· 10 vacation days

· 5 additional PTO days

· Mileage reimbursement

· Phone reimbursement

· Training and certification reimbursement

· Opportunities to grow into advanced Microsoft 365, cybersecurity, project, and consulting responsibilities

Why Passkey?

Since 1991, Passkey has built long-term relationships with clients and employees by focusing on trust, technical excellence, and doing what's right for our customers.

Technical skills are important, but we believe the best engineers combine technical expertise with great communication and customer service.

Our ideal candidate enjoys working with people as much as technology. You'll work directly with business owners, managers, and end users to solve problems, improve security, and help organizations get more value from technology.

We're a team that values ownership, learning, documentation, client relationships, and practical problem-solving. If you're looking for a position where you'll work with modern Microsoft technologies, cybersecurity solutions, cloud platforms, AI tools, and a variety of business environments, we'd love to talk with you.

Passkey Technology is a Twin Cities-based Managed Service Provider (MSP) and cybersecurity firm headquartered in Golden Valley, Minnesota. For more than 35 years, we've helped businesses simplify, secure, and strengthen their technology.

We're a growing, experienced team that supports a wide variety of client environments across Microsoft 365, cybersecurity, cloud, networking, servers, and end-user technology. Because we're a smaller MSP, our engineers aren't limited to one narrow areathey have opportunities to solve different problems, work directly with clients, participate in projects, and continue expanding their skills.

We value strong customer service, teamwork, ownership, practical problem-solving, and continuous learning. Our goal is to provide a place where talented IT professionals can do meaningful work, learn from experienced teammates, and grow into more advanced technical and consulting responsibilities.

Our Golden Valley office provides a collaborative home base for the team, with hybrid work flexibility after onboarding.