MSP Senior Technical Support

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Job Title: Senior MSP Technical Support Specialist
Location: Remote
Time Zone: US Time Zones (PST - EST)

Role Overview
We are looking for a Senior MSP Technical Support Specialist who can independently own and resolve tickets across a broad, modern IT stack without relying on constant escalation. This role sits above L1/L2 support — you are the one others escalate to. You'll manage complex Microsoft 365/Azure environments, endpoint security, networking, and backup/DR across multiple client tenants, while working efficiently within a ticket-driven, SLA-focused MSP environment.

What You'll Do
- Own and work the ticket queue independently — triage, diagnose, and resolve complex issues without requiring constant escalation.
- Administer Microsoft 365 and Azure/Entra environments, including Conditional Access, - Intune, MFA, SSO, and multi-tenant management via CIPP.
- Manage endpoint security tools including SentinelOne EDR, Huntress MDR/ITDR, and Windows Defender.
- Monitor and manage email security through Avanan/Harmony, with transition support to Kaseya Inky.
- Oversee backup and disaster recovery operations using Datto BCDR, Datto Endpoint Backup, and DropSuite.
- Configure, troubleshoot, and maintain networking environments across Cisco Meraki, Unifi, Aruba, and CheckPoint.
- Monitor network health and performance using Auvik.
- Maintain thorough, accurate documentation in Hudu for systems, processes, and client environments.
- Support security awareness initiatives via Usecure, including simulated phishing, dark web monitoring, and training campaigns.
- Manage software licensing through Pax8.
- Serve as a senior point of escalation for junior support staff, providing guidance and technical mentorship.
- Maintain clear, professional written and verbal communication across all client and internal interactions.

Required Qualifications
- Prior MSP experience is non-negotiable — in-house/internal IT experience alone will not be considered.
- Strong, hands-on administration experience with Microsoft 365 and Azure/Entra.
- Experience with RMM/PSA platforms such as Syncro, ConnectWise, Autotask, or similar.
- Hands-on experience with EDR/MDR endpoint security tools.
- Solid networking competency with Meraki, Unifi, or similar platforms.
- Demonstrated ability to own a ticket queue independently, with minimal need for escalation.
- Clear written and spoken English, with availability during US Central business hours.

Nice to Have
- Direct experience with Syncro specifically.
- Experience with Datto BCDR.
- Direct hands-on experience with Huntress or SentinelOne.
- Microsoft certifications (MS-900, AZ-900, MD-102, SC-900).

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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