Tier 2 Support Desk Technician (MSP)

Position Overview

We are seeking a Tier 2 Support Desk Technician to join our Managed Services team. This role is ideal for a technically skilled, service-oriented professional who thrives on solving problems, supporting end users, and working collaboratively with peers.

The primary focus of this position is Microsoft 365 administration and support, along with intermediate networking, endpoint management, and hands-on technical work including workstation builds and onsite client support.

This is a hybrid role, with scheduled in-office days and regular onsite client visits required.

Key Responsibilities

Microsoft 365 Administration (Core Focus)

• Administer and support Microsoft 365 environments, including:
  • Conditional Access Policies (CAP)
  • Multi-Factor Authentication (MFA)
  • Microsoft Intune (device compliance, configuration profiles, app deployment)
  • Autopilot provisioning and deployment
  • Sensitivity labels and data protection policies
  • User provisioning, licensing, and identity management
• Troubleshoot issues across:
  • Exchange Online
  • SharePoint Online
  • OneDrive
  • Teams

End User & Desktop Support

• Provide technical support for all service desk tickets
• Build, configure, and deploy new workstations and laptops
• Perform hardware/software troubleshooting and upgrades
• Support current Windows desktop and server OS, Mac OS environments and standard business applications

Networking (Intermediate Level)

• Troubleshoot and support:
  • Firewalls (basic rule management and troubleshooting)
  • IP addressing and subnetting
  • VLAN configuration (basic to intermediate)
  • VPN connectivity issues

Client & Onsite Support

• Perform scheduled onsite visits for client support and projects
• Maintain strong client relationships and communicate clearly with non-technical users
• Document work performed and update ticketing systems accurately

Security & Best Practices

• Assist in implementing and maintaining security best practices:
  • MFA enforcement
  • Conditional Access policies
  • Endpoint security and compliance
• Support backup, patching, and monitoring solutions
• Contribute to documentation and standardization efforts

Additional Responsibilities

• Participate in on-call rotation
• Assist with small projects and deployments
• Collaborate with team members to improve processes and client outcomes

Required Qualifications

• 3–5 years of IT support experience (preferably in an MSP environment)
• Strong hands-on experience with Microsoft 365 administration
• Experience with:
  • Microsoft Intune and Autopilot
  • Azure AD / Entra ID (identity and access management)
• Solid understanding of networking fundamentals:
  • TCP/IP, DNS, DHCP
  • VLANs and firewall basics
• Experience building and deploying computers (hardware and imaging)
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred / Nice-to-Have Skills

• Experience with RMM tools (e.g., ConnectWise, Datto, NinjaOne)
• Experience with PSA/ticketing systems
• Knowledge of backup and disaster recovery solutions
• Exposure to security tools (EDR, SIEM, DNS filtering, etc.)
• Familiarity with AI tools (Copilot, automation tools, or AI-assisted workflows)
• Microsoft certifications (e.g., MS-900, MD-102, AZ-104)

Work Environment

• Hybrid schedule (in-office required on designated days)
• Regular onsite client visits required
• Fast-paced MSP environment with diverse client technologies

What We’re Looking For

• A dependable, hard-working professional who takes ownership of their work
• Someone who enjoys helping people and solving problems
• A team player who collaborates well with peers
• A self-starter committed to continuous learning and improvement