IT Support Technician

We are seeking a customer-facing IT Support Technician to deliver high-quality, proactive, and reactive support to our managed clients. This role involves owning incidents and service requests across a variety of platforms including the Microsoft 365 stack, Windows endpoints/servers, networks, backup/security platforms, and common line-of-business apps. You will work closely with the Service Desk, Deployment, and IT Management teams to maintain healthy IT environments.

Day-to-day of the role:

• Incident & Request Management:

• Triage, troubleshoot, and resolve tickets using RMM/CRM tools, remote sessions, and occasional on-site visits.
• Document root causes, remediation steps, and preventive actions.

• User & Device Support:

• Support Windows 11, Microsoft 365 apps, Managed EPDR, backups, and managed network hardware.
• Focus on assisting with the company's IT infrastructure.

• Microsoft 365 / Azure AD (Entra ID):

• Manage Exchange Online, SharePoint/OneDrive, Teams, and conditional access/MFA policies.
• Perform basic Azure AD administration, identity hygiene, and security hardening.

• Network Administration:

• Troubleshoot issues related to firewall, switching, Wi-Fi, VLANs, VPN, and SD-WAN (Watchguard/Aruba experience beneficial).

• Security & Backup:

• Administer endpoint protection/EPDR, email security, vulnerability remediation, and patching via RMM.
• Monitor and test backups/BCDR and participate in recovery when needed.

• Monitoring & Preventive Maintenance:

• Respond to RMM alerts, automate routine fixes (scripts/policies), and propose improvements.
• Assist in maintaining asset inventory and lifecycle (warranty, licensing, refresh).

• Customer Service & Communication:

• Provide clear updates to users and stakeholders.
• Produce concise technical documentation and knowledge base articles.

• Collaboration & Escalation:

• Work with Level 1 for mentoring and with Level 3/Projects for complex escalations.
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• 3 years in an MSP or fast-paced IT support environment
• Strong troubleshooting skills across Windows 10/11, M365 (Exchange/SharePoint/Teams), and basic networking (TCP/IP, DNS, DHCP, VLANs).
• Experience with RMM platforms, backup, and endpoint security/EDR.
• Solid documentation habits and excellent customer communication skills.
• Experience with PowerShell scripting and automation.
• Experience with managed Firewalls/Wi-Fi/Switching.

• Competitive salary and benefits package.
• Mileage reimbursement for onsite client visits.
• Opportunities for professional development and certifications.

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