Application Support Analyst managing incidents and service requests for group savings and retirement systems. Collaborating with IT experts to optimize support practices and enhance operational continuity.
About the role
- L2 - MSP Support Engineer specializing in service delivery for managed services consulting environment. Responsible for troubleshooting Microsoft 365 and Azure issues for remote clients.
Responsibilities
- This is a service-delivery seat, not a project or implementation role
- The successful candidate will spend the majority of their day on the phone and in tickets with end users, working through Tier 2 issues, escalating cleanly to senior engineers when warranted
- Keeping our RMM and PSA hygiene in good order
- Strong phone etiquette, a calm professional manner, and the ability to communicate clearly with non-technical end users are weighted heavily.
Requirements
- Minimum 3+ years in an MSP / managed services consulting environment
- Demonstrated competency troubleshooting Microsoft 365 (Exchange Online, SharePoint, OneDrive, Intune basics) and Microsoft Azure tenant administration at the support level
- Working knowledge of Google Workspace administration and end-user support
- Day-to-day support experience with collaboration platforms — Microsoft Teams, Slack, and Zoom
- Line-of-business application support: ability to troubleshoot third-party business apps in conjunction with vendor support
- Hands-on with at least one RMM platform and one PSA platform; comfortable with ticket discipline, time entry, and documentation
- Experience monitoring and responding to: backup job status, EDR / security alerts, and network-event notifications.
Benefits
- Continuous learning opportunities
- Work with passionate professionals in a collaborative environment
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