Help Desk and Cloud Technician - Level 2
Core
Tier 2/3 IT support and cloud administration for MSP clients, focusing on Microsoft 365 ecosystem, endpoint management, and emerging AI/automation solutions.
Role type
Level 2 Help Desk and Cloud Technician
Builds
Microsoft 365 services, endpoint configurations, security policies, and AI/automation workflows
Domain
Managed Service Provider (MSP), Cloud Infrastructure, Microsoft 365, Cybersecurity
Required skills
Microsoft 365 administration, Entra ID, Exchange Online, SharePoint, Teams, Windows 10/11 support, Intune, RMM tools, ticket management, backup and recovery, network troubleshooting, firewall configuration
Preferred skills
MSP experience, AI/automation experience, Microsoft certifications (MS-900, SC-900, AZ-104), security experience (MFA, Conditional Access, Defender), firewall platform experience (Fortinet, Meraki)
Technologies
Microsoft 365, Entra ID, Exchange Online, SharePoint, Teams, Intune, RMM, Fortinet, Meraki, Microsoft Copilot
Responsibilities
Handle Tier 2/3 escalations and manage tickets to resolution; Administer Microsoft 365 services (Entra ID, Exchange, SharePoint, Teams); Manage endpoints via Intune and RMM; Perform backup, restore, and recovery tasks; Troubleshoot network and firewall issues; Participate in on-call rotation; Create technical documentation; Assist with M365 migrations, security hardening, and AI readiness; Support clients using AI tools like Copilot; Contribute to workflow automation; Test and support emerging AI solutions