About the Role
This position challenges the traditional MSP model by redefining frontline IT service. Externally seen as a Senior MSP Systems Engineer, internally it operates within the Reactive Operations Center (ROC) where client trust is built. The role requires technical depth, business awareness, strong communication, and a drive to improve service delivery. The AI era demands an engineer who troubleshoots deeply, thinks systematically, mentors others, and collaborates with AI architects to turn service patterns into automation, prediction, better documentation, and improved client outcomes.
Responsibilities
- Manage reactive support incidents from start to resolution, including triage, prioritization, communication, documentation, and follow-through, both remotely and on-site.
- Offer technical leadership for complex issues involving 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 enhance 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.
Benefits
- Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work–life balance.
Work Arrangement
Hybrid — La Verne, CA
Why This Role Exists
This role exists to challenge the traditional MSP model and redefine what great frontline IT service can be. Externally, this role is best understood as a Senior MSP Systems Engineer. Internally, it sits within Modern IT’s ROC, or Reactive Operations Center, where client trust is won or lost. At Modern IT, we believe this work deserves senior-level talent. We are building a ROC led by engineers who combine technical depth, business awareness, strong communication, and a passion for improving the way service is delivered. The AI era requires a new kind of service engineer: someone who can troubleshoot deeply, think systematically, mentor others, and work with AI architects to turn real service patterns into automation, prediction, better documentation, and better client outcomes.
Who Thrives in This Role
This role is for the senior technical leader who has seen enough reactive IT to know there has to be a better way. You may be the person everyone already goes to when tickets get complicated, when clients need clarity, or when the team needs a calm technical leader to help move things forward. You enjoy solving technical problems, but you also care about the human experience behind the issue. You do not want to spend your career closing tickets just to hit a metric. You want to identify patterns, improve systems, mentor teammates, and help build a service model that is smarter, calmer, and more scalable. This role is also for the engineer who wants meaningful access to AI and the opportunity to build with it as part of real service delivery. You will work alongside AI architects and service leaders to identify where automation, ticket intelligence, knowledge retrieval, and predictive support can improve the experience for both clients and engineers. If you are energized by deep technical problem-solving, continuous learning, client trust, and the chance to help reinvent frontline IT for the AI era, this role was built for you.
Success Factors
Success in this role is measured by the ability to create a calmer, more reliable, and more scalable service experience for clients and engineers. Client Environments Become Quieter and More Stable: Client environments become more stable over time, with the ROC driving toward world-class benchmarks of fewer than 0.25 reactive hours per user per month and fewer than 0.25 tickets per user per month. Issues Are Resolved Quickly and Correctly: More than 80% of eligible reactive incidents are resolved the same day, without sacrificing quality, documentation, communication, or long-term fix discipline. Clients Feel Informed and Confident: Clients do not have to chase updates or wonder who owns their issue. Communication is proactive, clear, expectation-driven, and trust-building throughout the incident lifecycle. Knowledge Compounds Across the ROC: Meaningful resolutions improve documentation, knowledge base quality, and team repeatability, reducing dependency on tribal knowledge and helping the next engineer resolve similar issues faster. AI and Automation Create Real Service Leverage: AI and automation are used to identify patterns, improve documentation, reduce repeat issues, support faster resolution, and help the ROC prevent more problems before they become tickets
What You’ll Own
Own reactive support incidents from intake through resolution, ensuring proper 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.
AI-Enabled Service Delivery
This role is expected to actively use and help shape AI-enabled service delivery. That means using AI to improve ticket analysis, summarize technical work, strengthen documentation, identify recurring patterns, support knowledge retrieval, and surface opportunities for automation. The goal is not to replace great engineering judgment with AI. The goal is to give great engineers better tools, better insight, and more leverage.
What We Value in This Role
Ownership: You take responsibility for outcomes, not just assigned tasks. Calm execution: You bring clarity, structure, and confidence to urgent or ambiguous situations. Technical curiosity: You enjoy learning, troubleshooting deeply, and understanding why problems happen. Communication: You know that great service requires clear expectations, not just technical answers. Continuous improvement: You look for patterns, reduce repeat issues, and leave the system better than you found it. People-first service: You care about the person and business impact behind every technical issue.
Why Join Modern IT?
Modern IT is building a new kind of MSP: one that combines human-centered service, platform discipline, operational maturity, and practical AI adoption. This is an opportunity to join a team that believes frontline IT should be led by strong technical talent, not treated as entry-level work. You will help shape how the ROC operates, how clients experience support, and how AI and automation are used to make service delivery smarter, calmer, and more scalable. If you want to solve real problems, improve systems, mentor others, and help build the next version of managed services, this role gives you that opportunity.
Other
- On-call expectation: the employee is expected to be on a weekend on-call rotation to attend to client emergency incidents over weekends. This responsibility will be rotated across all local/hybrid employees.
- Benefits: Modern IT offers a comprehensive benefits package designed to support employee wellbeing, financial security, and work–life balance.
