🛠 Tech Stack

💼 About This Role

You'll act as an escalation point for Level 1 engineers, resolving complex technical issues for multiple clients in a fast-paced MSP environment. Your core impact will be maintaining high SLA compliance through structured ticket management and automation workflows. This role stands out for its focus on automation and proactive monitoring.

🎯 What You'll Do

• Troubleshoot Microsoft 365, server, and networking issues
• Manage and progress tickets to resolution within SLA
• Act as escalation point for Level 1 engineers
• Support automation workflows and proactive monitoring

📋 Requirements

• 3+ years in an MSP or service-driven IT support
• Strong experience with Microsoft 365 (Exchange, Teams, SharePoint)
• Hands-on with Active Directory / Azure AD
• Experience with ConnectWise PSA/RMM or similar MSP tools

✨ Nice to Have

• Exposure to security tools like ThreatLocker or EDR
• Experience with firewall platforms (WatchGuard, Ubiquiti)
• Relevant certifications (Microsoft, Azure, ITIL)

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 15 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min

🚩 Heads Up

• Role mixes Level 1.5 and Level 2 duties, which may indicate underleveling
• Requires 3+ years experience but only offers Level 1.5/2 title
• On-call and after-hours maintenance not clearly defined as rotation