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Client Support Engineer

Data Evolution, LLC Boston, Massachusetts, United States

3 h ago
support-engineer Mid (2-5 yrs) Full-time United States
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About the role

The Client Support Engineer provides hands-on technical support and platform operations for life sciences and biotech clients across onsite and remote environments. Responsibilities include resolving end-user issues, managing M365 tenants, performing backup reviews, and maintaining automation workflows.

What they look for

Microsoft 365 Windows macOS Identity Management Networking Backup Administration Endpoint Security RMM Automation PowerShell ConnectWise Manage ConnectWise Automate Rewst Sophos Intercept X Technical Support SLA Management

Requirements

Candidates must have at least 2 years of experience in an MSP or IT operations role with proficiency in Microsoft 365 administration. Experience with backup platforms and a willingness to travel to client sites are required.

Full description

Work Location:

Client sites, remote, and Woburn, MA

Job Purpose

The Client Support Engineer provides hands-on technical support and platform operations for Data Evolution's life sciences and biotech clients. The work is split across client sites, remote support, and our Woburn, MA office, with the mix set by client demand.

This is a field-based role. Expect regular onsite work: some weeks work may be remote, others may be onsite all week.

Duties and Responsibilities

Client Support (Onsite and Remote)

  • Resolve end-user issues across Microsoft 365, Windows, macOS, identity, networking, and printing
  • Perform onsite workstation setups, hardware replacements, installations, and other hands-on work
  • Resolve or escalate tickets by priority and SLA; keep clients informed of status and next steps
  • Participate in the on-call and after-hours rotation

Platform Operations

  • Deploy and onboard client platforms (M365, backup, endpoint security, RMM, identity) to company standards
  • Run monthly backup reviews and restore tests; resolve backup failure alerts
  • Triage monitoring alerts; remediate endpoint, security, and firewall issues
  • Administer M365 tenants: licensing, Exchange Online, shared mailboxes, and policy enforcement

Automation and Documentation

  • Build and maintain automation workflows in Rewst
  • Document all work in the service ticket and enter time accurately
  • Maintain SOPs, checklists, and platform documentation
  • Other duties as assigned

Qualifications

Required

  • 2+ years in an MSP, IT operations, or similar technical role
  • Microsoft 365 administration: licensing, Exchange Online, SharePoint, OneDrive
  • Hands-on experience with at least two backup platforms (Datto, SkyKick, Druva, Acronis, CloudHQ, or Veeam)
  • Clear written communication and disciplined ticket documentation
  • Willingness to work at client sites regularly, including full weeks when required; reliable transportation

Preferred

  • MSP experience with biotech, pharma, or other regulated-industry clients
  • PowerShell for M365 and Exchange administration
  • ConnectWise Manage/Automate, Rewst, Inforcer, or Sophos Intercept X
  • CompTIA Security+, MS-102, or equivalent certification

Working Conditions

There will be no fixed split between client sites, remote, and office; onsite requirements vary week to week. Standard hours are Monday-Friday, 8:00 AM-6:00 PM ET, plus assigned on-call and occasional after-hours work.

Direct Reports

None.

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