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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