Client Support Engineer

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.