IT Client Services/MSP Support Engineer - Microsoft 365, Entra ID, Azure

Strong hands-on Level 3 Support experience with modern Microsoft technologies – M365, Entra ID, Azure, etc. MSP, IT consulting or similar multi-client service organization background is strongly preferred Technical + Business/Sales Acumen – energetic/outgoing Ability to solve problems, as well as recognize opportunities (add value, upsell services, HW/SW resell), build/grow client relationships, track billable hours, SLAs, etc. Will help build the managed IT services clients Must be resourceful, able to find solutions (i.e. high level of comfort & frequency utilizing AI) Overview: The Client Services/Technology Support Specialist is the 1st POC for managed services clients and is responsible for: Owns assigned client tickets from intake through closure, triaging Level 1 requests, resolving Level 2 issues independently, and driving Level 3 escalations to root cause. Serves as a primary technical contact for a defined book of client accounts through the ticketing system, phone, email, remote sessions, and scheduled onsite visits. Administers client Microsoft 365 tenants, including Exchange Online, SharePoint Online, Teams, OneDrive, Defender, Intune, licensing, permissions, groups, and security policies. Manages Microsoft Entra ID user lifecycle, access controls, Conditional Access, Multi-Factor Authentication, and authentication failures, including onboarding and offboarding across multiple tenants. Diagnoses Level 3 network and infrastructure faults involving DNS, DHCP, TCP/IP, VPN, firewalls, switching, and wireless, and works carrier and vendor cases through to resolution. Documents every incident, diagnostic step, resolution, and client conversation in the PSA platform, and records billable time accurately and daily. Advises clients on practical improvements to security, reliability, and productivity, and identifies services, licenses, and upgrades that address real gaps in their environment. Qualifications: 5+ years of hands-on technical support experience in modern technology, Microsoft-centric business environments, with demonstrated Level 3 support capability : root-cause analysis, ownership & resolution of escalation issues. 3+ years with a managed service provider, IT consultancy, or comparable multi-client service organization . This role requires prior experience carrying a book of client accounts, tracking billable time, and working to service-level commitments. Hands-on administration of Microsoft 365 and Microsoft Entra ID across multiple tenants, including Exchange Online, SharePoint Online, Teams, OneDrive, Defender, Intune, licensing, permissions, groups, Conditional Access, and Multi-Factor Authentication. Troubleshooting depth across Windows and macOS endpoints, remote users, cloud applications, printers, mobile devices, DNS, DHCP, TCP/IP, VPN, wireless networking, and firewalls. Working proficiency with PSA and RMM tooling, including ticket documentation, time entry, escalation handling, and asset and alert management. Ability to explain technical problems, options, and trade-offs to non-technical business owners and staff, both in writing and by phone. #J-18808-Ljbffr Peyton Resource Group