Tier II Service Desk Technician

Careers / MSP Service Desk Tier II Service Desk Technician Handles escalated technical support requests and assists with project implementation. Maintains documentation, improves processes, and delivers quality customer service while mentoring Tier I team members. Full-Time Tucson, AZ Mid Level About This Role The Tier II Service Desk Technician handles escalated tickets that Tier I can't resolve, leads small project implementations, and mentors Tier I peers. Strong Microsoft 365 admin and networking troubleshooting skills required. What you'll do Resolve Tier 2 escalations (M365 admin issues, switch/router troubleshooting, endpoint deployment) Lead small client project work (M365 migrations, endpoint refreshes, network changes) Mentor Tier I technicians and review their ticket documentation Maintain and improve service-delivery runbooks Participate in on-call rotation What we're looking for 3+ years in MSP or comparable IT support environment Microsoft 365 admin experience (Entra ID, Exchange Online, SharePoint, Intune) Networking fundamentals (VLANs, routing, basic firewall rule creation) Microsoft certifications (MS-900, MS-102, AZ-104) preferred Eligible to work in the U.S.; based in or relocating to Tucson, AZ You'll always hear from us Every applicant gets a status update within 5 business days. See our 4-stage hiring process on the careers page. #J-18808-Ljbffr Unio Digital