IT Support Technician (Tier 2 & 3)
Core
Escalated IT support and network troubleshooting for MSP clients, focusing on Microsoft 365, Active Directory, and endpoint security.
Role type
Senior IC IT Support Technician (Tier 2/3)
Builds
Stable IT infrastructure and secure client environments
Domain
Managed Services Provider (MSP) / Cybersecurity
Required skills
Microsoft 365 administration, Active Directory management, DNS/DHCP/VLAN/VPN configuration, firewall rule management, endpoint security alert response, backup and recovery troubleshooting, technical documentation, client communication
Preferred skills
CompTIA Network+ or Security+, Microsoft certifications, SonicWall experience, Axcient or SentinelOne exposure
Technologies
Microsoft 365, Active Directory, Entra ID, Exchange Online, Windows Server, SonicWall, SentinelOne, Axcient, AI diagnostic tools
Responsibilities
Diagnose and resolve escalated tickets for Microsoft 365, Exchange Online, and Entra ID issues. Manage Windows Server, Group Policy, DNS, DHCP, and firewall configurations. Respond to endpoint security alerts and resolve backup/recovery problems. Coach Tier 1 technicians on complex troubleshooting. Conduct on-site client visits for hands-on work.
Seniority
Mid-Senior, hands-on IC