This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We are seeking a Remote L2 IT Support Engineer to serve as a skilled, accountable technical resource within our lean service delivery team. This role focuses on resolving escalated and complex support tickets, executing Microsoft 365 project tasks, and maintaining high-quality documentation, all under the coordination of our Service Delivery Manager.

This role requires excellent written and spoken English proficiency. We're looking for someone whose communication is polished, precise, and easy for US-based clients and teammates to follow.

Key Responsibilities

• Be the go-to escalation engineer for complex Level 2 issues across Windows, Microsoft 365, and client infrastructure.
• Conduct root cause investigations to identify recurring technical issues and implement permanent fixes that improve stability and reduce repeat incidents.
• Take ownership of Microsoft 365 administration and optimization across Exchange, SharePoint, Teams, Entra ID, and Intune.
• Maintain high-quality technical documentation by ensuring tickets, system notes, and client environment records in HUDU are complete, accurate, and actionable.
• Support and execute high-impact migration projects, helping clients move smoothly through Microsoft 365 and endpoint transitions.
• Create smart PowerShell automations that improve service delivery, eliminate repetitive work, and scale team effectiveness.
• Uphold a high standard of responsiveness, professionalism, and accountability while consistently delivering a first-class client experience.
• Identify opportunities to improve security, stability, and process maturity across client environments, and take action to make those improvements happen.

Qualifications

• 4+ years in IT support or systems administration at the L2 level.
• Hands-on Microsoft 365 tenant administration: Exchange Online, SharePoint, Teams, Entra ID (Azure AD), Intune.
• Experience in an MSP or multi-client environment strongly preferred.
• Proven ability to work independently in a fully remote setup with US-based teams.
• Exposure to cybersecurity practices and security hardening (NIST, CIS, or similar frameworks a plus).
• History of strong client communication in English — phone, video, and written.

Requirements

• Microsoft 365 tenant administration (Exchange, SharePoint, Teams, OneDrive).
• Entra ID (Azure AD): MFA, Conditional Access, SSO, identity governance.
• Intune / Endpoint Manager: device enrollment, compliance policies, configuration profiles.
• Microsoft Defender, DLP policies, and security baselines.
• PowerShell scripting for automation, reporting, and bulk operations.
• PSA/RMM tools — HaloPSA and NinjaRMM preferred.
• IT documentation systems — HUDU preferred.
• Backup/DR tools — Acronis or similar.

Preferred Qualifications

• Microsoft Certifications: MS-102 (Microsoft 365 Administrator), MD-102 (Endpoint Administrator), SC-300 (Identity and Access Administrator).
• Familiarity with NIST, CIS, or CMMC security frameworks.
• Experience with Power Automate, Graph API, or similar automation platforms.
• Background in on-call or after-hours support rotations.