Client Support Engineer

About the role

The Client Support Engineer delivers 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.

Responsibilities

• Platform Deployment & Configuration
  • Deploy and configure platforms in accordance with Data Evolution's established deployment standards and SOPs
  • Onboard new clients and tenants: M365, backup platforms, endpoint security, RMM agents, and identity tools
  • Participate in project planning and execution for platform deployments; maintain accurate project documentation
  • Audit existing deployments against standards; identify and remediate configuration drift
  • Maintain and contribute to SOPs, deployment checklists, and platform documentation
• Backup Platform Operations
  • Execute structured monthly backup reviews across the full client stack: Datto SaaS, SkyKick, CloudHQ, Druva, Acronis, Veeam
  • Perform restore testing to validate backup integrity; document results per SOP
  • Triage and resolve backup failure alerts: stalled jobs, agent errors, licensing gaps, EWS/Exchange permission issues
  • Manage user-level backup provisioning and decommissioning as part of structured onboarding/offboarding workflows
• Managed Services Operations
  • Monitor and triage Managed Alerts and Technical Alerts boards in ConnectWise Manage
  • Administer endpoint security and MDR platforms: agent deployment, tenant configuration, tamper protection, weekly report delivery
  • Review firewall logs and interface diagnostics; identify actionable alerts and escalate as needed
  • Remediate endpoint alerts: BitLocker re-encryption, RMM agent failures, ScreenConnect access issues
  • Manage M365 tenant administration: licensing, Exchange Online, shared mailboxes, EWS configuration via PowerShell
• Reactive Support & Service Desk Participation
  • Respond to assigned client support requests through the service desk
  • Troubleshoot common end-user issues involving Microsoft 365, Windows, macOS, identity, applications, printing, networking, and endpoint access
  • Resolve or escalate incidents according to priority, impact, SLA, and internal escalation standards
  • Particip