Help Desk Support Technician - MSP

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Job Title: IT Support Engineer (MSP)
Location | Remote
Time Zone | US Central Time Zone

Role Overview:
We are seeking a detail-oriented IT Support Engineer to independently manage and resolve tickets within a fast-paced Managed Service Provider (MSP) environment. This is a full-time role requiring strong hands-on experience across Microsoft 365/Azure administration, endpoint security, networking, and backup/DR systems. The ideal candidate is a self-sufficient problem solver who can triage, diagnose, and resolve issues with minimal escalation while maintaining clear, professional communication.

Key Responsibilities:
- Work the Syncro ticket queue - triage, diagnose, and resolve tickets independently
- Administer Microsoft 365 and Azure/Entra environments, including Conditional Access, Intune, MFA, SSO, and CIPP multi-tenant management
- Manage endpoint security tools including SentinelOne EDR, Huntress MDR/ITDR, and Windows Defender
- Support email security through Avanan/Harmony, transitioning to Kaseya Inky
- Maintain backup and disaster recovery systems using Datto BCDR, Datto Endpoint Backup, and DropSuite
- Support networking infrastructure across Cisco Meraki, Unifi, Aruba, and CheckPoint
- Monitor network health and performance using Auvik
- Maintain accurate documentation in Hudu
- Support security awareness training initiatives through Usecure (SAT, dark web monitoring, phishing simulations)
- Manage software licensing via Pax8

Required Qualifications:
- Prior MSP experience (non-negotiable) - in-house IT experience alone will not be considered
- Strong, hands-on Microsoft 365 and Azure/Entra administration experience
RMM/PSA experience, such as Syncro, ConnectWise, Autotask, or similar EDR/MDR endpoint security experience
- Networking competency with Meraki, Unifi, or similar platforms
- Proven ability to own and manage a ticket queue independently without constant escalation
- Clear written and spoken English, with availability during US Central business hours

Preferred Qualifications:
- Direct experience with Syncro
- Experience with Datto BCDR
- Direct experience with Huntress or SentinelOne
- Microsoft certifications (MS-900, AZ-900, MD-102, SC-900)

Tools & Technology:
- Syncro
- Microsoft 365 and Azure/Entra (Conditional Access, Intune, MFA, SSO, CIPP)
- SentinelOne, Huntress, Windows Defender
- Avanan/Harmony, Kaseya Inky
- Datto BCDR, Datto Endpoint Backup, DropSuite
- Cisco Meraki, Unifi, Aruba, CheckPoint
- Auvik
- Hudu
- Usecure
- Pax8

Please NOTE:
It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps—the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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