Tier 2 Support Desk Technician (MSP)
Tneus, Charlotte, NC, United States
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
#J-18808-Ljbffr
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
#J-18808-Ljbffr