Tier 2 Support Desk Technician (MSP)

Job Description

Job Description

Position Overview

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.

Key Responsibilities

Microsoft 365 Administration (Core Focus)

• Administer and support Microsoft 365 environments, including:
  • Conditional Access Policies (CAP)
  • Multi-Factor Authentication (MFA)
  • Microsoft Intune (device compliance, configuration profiles, app deployment)
  • Autopilot provisioning and deployment
  • Sensitivity labels and data protection policies
  • User provisioning, licensing, and identity management
• Troubleshoot issues across:
  • Exchange Online
  • SharePoint Online
  • OneDrive
  • 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:
  • Firewalls (basic rule management and troubleshooting)
  • IP addressing and subnetting
  • VLAN configuration (basic to intermediate)
  • 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:
  • MFA enforcement
  • Conditional Access policies
  • 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

Required Qualifications

• 3–5 years of IT support experience (preferably in an MSP environment)
• Strong hands-on experience with Microsoft 365 administration
• Experience with:
  • Microsoft Intune and Autopilot
  • Azure AD / Entra ID (identity and access management)
• Solid understanding of networking fundamentals:
  • TCP/IP, DNS, DHCP
  • 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