We are looking for an experienced IT Support Engineer (L2/L3) to join our MSP team. The ideal candidate has a strong technical background, excellent troubleshooting skills, and prior experience working in a Managed Services Provider environment.
Responsibilities:
● Provide L2/L3 technical support to multiple clients across different environments.
● Manage incidents, requests, and escalations through Autotask PSA.
● Perform proactive monitoring, patching, and endpoint management with NinjaOne RMM.
● Document client environments and procedures using IT Glue.
● Support and administer Microsoft 365, Active Directory, Windows Server, networking, and hybrid cloud environments.
● Participate in projects such as migrations, deployments, and infrastructure improvements.
● Communicate effectively with clients in English, ensuring excellent service delivery.
Additional Responsibilities:
Microsoft 365 Support:
● Manage Exchange Online mailboxes, distribution groups, shared mailboxes.
● Support Teams/SharePoint access issues, permissions, and synchronization.
● Troubleshoot OneDrive sync issues and end-user productivity apps.
Active Directory / Azure AD:
● Create/modify/delete users, groups, and security permissions.
● Reset passwords, manage account lockouts, conditional access issues.
● Basic Azure AD Connect troubleshooting (sync errors).
Endpoint & OS Support:
● Troubleshoot Windows 10/11 client issues (updates, profiles, performance).
● Manage and ensure compliance via Intune.
● Deploy/configure devices with Autopilot/Intune policies.
Security & Compliance:
● Enforce MFA policies for users.
● Monitor and resolve alerts from Microsoft Defender for Endpoint.
● Ensure device encryption (BitLocker) is enabled and compliant.
● Understand and build conditional access policies
Firewall & Network Device Support:
● Perform basic firewall rule changes (create/modify NAT rules, access lists).
● Manage VPN user accounts and troubleshoot client VPN issues.
● Monitor firewall logs for common connectivity issues.
● Experience with Unifi Networks.
Endpoint Security:
● Monitor alerts from EDR/XDR/MDR.
● Escalate suspicious activity for deeper investigation.
● Ensure AV/EDR agents are installed and updated.
● Validate and troubleshoot endpoint encryption (BitLocker)
Network Troubleshooting:
● Diagnose and resolve VLAN misconfiguration, IP conflicts, etc.
● Support DHCP/DNS issues within client networks.
● Handle intermediate connectivity problems (site-to-site VPN, wireless access).
Access Control & Identity:
● Manage firewall-based authentication (RADIUS, LDAP integration).
● Handle conditional access and MFA enforcement issues.
Documentation & Monitoring:
● Update network diagrams and device configs after changes.
Requirements:
● Proven experience in an MSP environment.
● Solid L2/L3 technical skills in Windows Server, Active Directory, Microsoft 365, networking, and security.
● Hands-on experience with NinjaOne, Autotask, and IT Glue.
● Fluent in English (spoken and written).
● Strong problem-solving, multitasking, and client-facing skills.
Nice to have:
● Certifications: Microsoft, CompTIA, ITIL, or equivalent.
● Knowledge of scripting (PowerShell, Python).
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