It Support

Support Engineer - LVL One

This tactical, hands-on role requires technical expertise and experience with customer support in a multi-tenant (MSP) environment. We expect you to be both autonomous and collaborative. We use advanced, enterprise-class tools, and you’ll be expected to master them quickly and implement them into your daily workflow.

Our clients are primarily in California. Start and stop times are flexible, but the majority of the role takes place during Pacific Standard work hours.

Overview:

· You will be our ticketing system's first line of support for customer service requests.

· You will handle the initial review, response, and triage of requests and determine the strategic escalation of requests as needed.

· You are an excellent, clear communicator who understands the importance of client relationships. You treat clients with respect, patience, and kindness, and you thrive as a fast-paced, distributed team member.

· You are familiar with working within an ITSM ticketing system that includes defined SLAs and responds promptly to customer requests.

· You will be responsible for managing user accounts, including creating, disabling, and updating user accounts in various systems, including Active Directory, Entra ID, and SaaS platforms such as Adobe, Egnyte, Autodesk, and Google Workspace. You will utilize, update, and refine templates for various user-related tasks and requests.

· You will handle the initial provisioning of endpoints, including domain join, software installation, and end-user white glove configuration. This requires direct interaction and coordination with end-users. This requires the updating and refining of templates for various endpoint-related tasks and requests and coordination with the Intune management team on application and configuration requirements and updates.

· You will perform monthly asset reviews across management systems and work with internal customer contacts to resolve any issues (i.e. guarantee status, assignment, and health of assets in each system)

· You will review workstation patching reports and work with end-users to address failures as needed.

· You’ll attend meetings and team training to discuss ongoing issues or challenges and project status updates.

Experience:

· 2-5 years of technical support in an MSP environment with a focus on Microsoft 365 Cloud Applications (Exchange Online, Teams, SharePoint, Entra ID), Windows Desktop and Windows Server OS

· Understanding of ITSM and service desk workflows such as ITIL.

· User management in Active Directory, Hybrid, and Entra ID environments.

· Managing permissions or ACLS in Windows file servers.

· SaaS application management and permission structures.

· Understanding of Microsoft 365 licensing models.

· Working knowledge and understanding of Entra ID: Applications, Group types and Roles, Conditional Access Policies.

· Exchange and SharePoint Online, Microsoft Teams

Bonus if you have:

· Experience using or managing application and configuration deployments in Intune.

· Experience using or managing EDR products and incident detections, such as SentinelOne, CrowdStrike, and Microsoft Defender for Endpoint

· Experience with Meraki MDM, Firewalls, SD-WAN, and VPN configurations.

· Experience with Cisco Umbrella

· Experience with RMM Tools (N-Able, Solarwinds, ConnectWise, Ninja RMM etc.)

· Experience with MDM Tools (Intune, Jamf, Mosyle)

· Any of the following Certifications:

o AZ – 104

o AZ – 900

o AZ – 205 (MEM)

o Security +

Job Type: Full-time

Pay: $56,398.00 - $61,631.00 per year

Benefits:

• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Work Location: Remote