Tier 2 Support Desk Technician (MSP)

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., Microsoft 365 Administration (Core Focus)

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

• Troubleshoot issues across: o Exchange Online o SharePoint Online o OneDrive o 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: o Firewalls (basic rule management and troubleshooting) o IP addressing and subnetting o VLAN configuration (basic to intermediate) o 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: o MFA enforcement o Conditional Access policies o 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

• 3-5 years of IT support experience (preferably in an MSP environment)
• Strong hands-on experience with Microsoft 365 administration

• Experience with: o Microsoft Intune and Autopilot o Azure AD / Entra ID (identity and access management)

• Solid understanding of networking fundamentals: o TCP/IP, DNS, DHCP o 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