Job Description
Position Summary:
We are seeking an experienced IT Technician II with a strong background working in a Managed Service Provider (MSP) environment and deep expertise in Office 365. This role is responsible for providing Tier II technical support, managing client environments, resolving escalated issues, and supporting a wide range of infrastructure and cloud technologies across multiple customers.
The ideal candidate thrives in a fast-paced, client-facing environment, is highly organized, and enjoys troubleshooting complex technical issues while delivering excellent customer service.
This position is a mix of in office work and local travel to client sites 2-3 days per week.
Responsibilities:
- Technical Support & Troubleshooting
- Provide Tier II remote and occasional onsite support for end users across multiple client environments.
- Troubleshoot and resolve escalated hardware, software, network, and cloud issues.
- Diagnose and remediate complex desktop, laptop, mobile device, and peripheral problems.
- Perform root cause analysis and implement preventative solutions.
- Microsoft 365 / Office 365 Administration
- Administer Microsoft 365 tenants including Exchange Online, SharePoint, OneDrive, Teams, and Azure AD.
- Manage user accounts, licensing, permissions, and security policies.
- Configure and support email migrations, mailbox troubleshooting, and spam/security solutions.
- Implement and support MFA, Conditional Access, Intune, and endpoint management.
- Maintain and troubleshoot Microsoft Teams and collaboration tools.
- Client Environment Management
- Support Windows Server environments and Active Directory.
- Manage user provisioning, group policies, and access control.
- Support backup solutions, patch management, and endpoint security.
- Assist with infrastructure upgrades, migrations, and onboarding of new clients.
- Networking & Infrastructure
- Troubleshoot basic to intermediate networking issues (DNS, DHCP, VPNs, firewalls).
- Support remote access technologies and connectivity troubleshooting.
- Monitor system health and performance using RMM tools.
- Documentation & Customer Service
- Document tickets, procedures, and resolutions in PSA/RMM tools.
- Create and maintain technical documentation and knowledge base articles.
- Communicate clearly with clients and provide outstanding customer service.
- Collaborate with Tier I and Tier III teams to ensure timely issue resolution.
$60,000 - $75,000 a year
