About the Role

We are seeking a highly technical Tier 1/2 Support Specialist with a background in Managed Services (MSP). You will support end users, assist with administration of Office 365 and Google Workspace, general break fix support and serve as an escalation point for issues that require deeper investigation than standard helpdesk tasks.

Key Responsibilities

Support Operations (Intake, Triage, and Communication)

• Monitor inbound support channels (ticketing queue, email, chat, phone).
• Categorize and prioritize requests/incidents; confirm impacted users and services.
• Collect required information (device, OS, error messages, screenshots, steps to reproduce).
• Provide timely updates to users and stakeholders while maintaining an initial response within the first 15 minutes of receiving the ticket

 

End-User Support & Standard Request Fulfillment

• Resolve common identity and access issues (password resets, account unlocks, MFA assistance).
• Perform workstation troubleshooting (Wi‑Fi, printers, peripherals, audio/video).
• Answer “how do I” questions for standard business applications (email, collaboration tools).
• Troubleshoot basic SaaS access issues (licensing, group membership, SSO at a basic level).
• Install standard software from approved catalogs and follow documented deployment procedures.
• Provide basic mobile device assistance (MAM enrollment, email setup, etc...) where applicable.
• Support onboarding/offboarding by executing checklist items and routing equipment requests as needed.
• Fulfill access requests via documented procedures (e.g., group adds, shared mailbox access request submissions).

 

Tier 2 Systems Administration & Ecosystem Management

• Administer and troubleshoot Microsoft 365 (including Entra ID/Azure AD, Exchange, Teams, SharePoint) and Google Workspace environments.
• Investigate and remediate escalated issues requiring deeper root-cause analysis across identity, email, collaboration, and endpoint services.
• Execute security and platform maintenance tasks (patching, configuration hygiene, and standardized changes) aligned to client requirements.
• Coordinate with Tier 3 or vendors as needed to resolve complex incidents and implement durable fixes.

 

Automation & Scripting

• Develop and maintain PowerShell scripts to streamline repetitive administrative tasks and improve consistency.
• Build and manage Power Automate workflows to reduce manual effort and improve service delivery.
• Document automation workflows and operational runbooks; ensure safe change control and rollback plans.
• Manage WordPress security patches, plugin updates, and general site maintenance (where applicable).
• Manage monthly Endpoint checks to ensure patches and PC’s are optimally running with security software and are up to date

Web/PC Security (Client Sites)

• Manage WordPress security patches, plugin updates, and general site maintenance (where applicable).
• Manage monthly Endpoint checks to ensure patches and PC’s are optimally running with security software and are up to date

Documentation, Knowledge Management, and Continuous Improvement

• Leverage existing knowledge-base articles to resolve issues efficiently and consistently.
• Create and update KB articles based on repeated issues and newly documented procedures.
• Identify recurring problems and recommend preventative improvements (automation, standardization, training, or tooling).

 

Escalation & Coordination

• Escalate incidents or non-standard requests to Tier 3/engineering with clear problem statements and business impact.
• Include troubleshooting already performed, relevant logs/screenshots, impact/urgency, and user contact details.
• Track escalations through to resolution and keep users informed throughout the lifecycle.

 

Requirements

• Strong proficiency administering Microsoft 365 (M365/Azure/Entra) and Google Workspace environments.
• Proven experience with PowerShell scripting and Power Automate workflow development/maintenance.
• Experience working in a multi-client environment (MSP background strongly preferred).
• Excellent troubleshooting and communication skills; customer-first approach to support.
• Ability to utilize search engines, AI, and other tools to come to research issues and come up with a plan before escalation to Tier 3
• Ability to document procedures clearly and contribute to a maintainable knowledge base.

Preferred / Bonus

• Experience with WordPress security hardening and maintenance.
• Familiarity with endpoint management tools and standardized software deployment practices.
• Understanding basic security principles (least privilege, MFA, patch management, phishing awareness).