Service Desk Technician - II

We’re looking for an experienced and driven Tier 2 Service Desk Technician who is excited to work in a fast-paced MSP environment. This role provides remote support to multiple client environments. It requires strong communication skills, customer focus, and technical troubleshooting ability across Microsoft, cloud, and networking platforms. Expected work hours are Monday-Friday 4:00 pm-12:30 am EST, * Provide remote support for Windows endpoints, servers, Office 365, Azure, and third-party applications

• Manage incidents, requests, and escalations via our PSA and RMM platforms (e.g., Atera, ManageEngine Service Desk Plus)
• Troubleshoot issues related to: VDI, Onboarding and Offboarding, Patch Management
• Perform basic system administration tasks: user provisioning, license assignment, patch status verification, software deployments
• Document tickets and resolutions clearly in accordance with SLAs
• Escalate advanced issues to senior engineers as needed

• 3+ years of experience in a technical support or help desk role (MSP experience strongly preferred)
• Strong knowledge of Microsoft 365, Google, Entra ID (Azure AD), Intune, Windows OS
• Familiarity with RMM and PSA tools
• Clear verbal and written communication skills
• A proactive, “can-do” attitude with a focus on resolution and customer satisfaction
• Ability to manage multiple priorities in a very fast-paced environment, * MSP or multi-client environment experience
• Experience with Automox, Atera or ManageEngine
• Basic PowerShell scripting
• Network troubleshooting: firewalls, VLANs, Wi-Fi
• Certifications a plus: CompTIA A+/Network+/Security+, Microsoft MCP, AZ-900, MD-102

Tools You’ll Use

• Microsoft 365, Azure, Intune, Entra ID
• Windows 10/11 Operating Systems
• RMM (Atera, Automox)
• PSA (Atera, ManageEngine)
• Remote tools: Splashtop
• Documentation : Confluence, Microsoft Teams

$23 - $28 an hour - Full-time

We are a fast-growing MSP (Managed Service Provider) supporting small to mid-sized organizations with a full range of IT services including endpoint management, patching, cloud solutions, cybersecurity, and network support. We prioritize operational excellence, client engagement, and continuous improvement.