SUMMARY:
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POSITION INFO:
Key Responsibilities Provide advanced (Tier 2\/3) technical support for desktops, servers, networks, and cloud environments Troubleshoot and resolve escalated incidents and service requests efficiently Monitor systems using RMM tools and proactively address potential issues Manage and maintain Microsoft 365 environments (Exchange Online, Teams, SharePoint, OneDrive) Configure and support backup solutions (e.g., Acronis) Implement and maintain cybersecurity solutions (EDR\/XDR, email security, firewalls) Administer Windows Server environments (2016\/2019\/2022\/2025) including AD, DNS, DHCP, GPO Support virtualization platforms (Hyper-V) Configure and maintain network infrastructure (switches, firewalls, VPNs, Wi-Fi) Assist with IT projects such as migrations, upgrades, and deployments Document solutions, processes, and client environments Provide onsite and remote support when required Mentor Tier 1 technicians and assist with knowledge sharing Technical Requirements Strong experience with Microsoft Windows Desktop and Server environments Solid knowledge of Microsoft 365 administration Experience with RMM tools (e.g., NinjaOne, N-Central, Datto RMM) Backup and disaster recovery experience (Acronis preferred) Networking knowledge (TCP\/IP, VLANs, VPNs, firewalls – WatchGuard\/Fortinet advantageous) Experience with virtualization (Hyper-V) Understanding of cybersecurity best practices (MFA, conditional access, email security) Familiarity with scripting (PowerShell advantageous) Minimum Qualifications & Experience 3–5+ years experience in IT support (preferably in an MSP environment) Relevant certifications (Microsoft, CompTIA, Cisco, etc.) advantageous Valid driver’s license (if onsite support is required) Soft Skills Strong problem-solving and analytical skills Excellent communication and client-facing abilities Ability to work under pressure and manage multiple tasks Attention to detail and strong documentation skills Self-motivated with a proactive approach Preferred Experience MSP (Managed Service Provider) background Experience with cloud migrations and tenant management Exposure to compliance frameworks and IT security policies Key Performance Indicators (KPIs) SLA adherence and ticket resolution times Client satisfaction and feedback Proactive issue detection and prevention Quality of documentation and reporting Remuneration Market-related salary based on experience Additional benefits may include performance incentives, training, and certification support
