Position Overview Join our team as an IT Technician & Service Coordinator, where you'll serve as the primary technical escalation point for our growing MSP. Working directly with our owner and collaborating with our Level 1 U.S.-based technician, you'll handle Tier 2-3 escalated tickets, manage critical cybersecurity monitoring, and lead internal coordination efforts to improve our service delivery processes. This role is perfect for a seasoned technician who excels at complex technical problem-solving in a fast-paced MSP environment. Key Responsibilities - Troubleshoot and resolve escalated help desk tickets (Tier 2-3) - Assist with help desk ticket overload - Assist with onboarding/offboarding users - Manage Microsoft 365 environments, especially Exchange and SharePoint - Monitor and manage cybersecurity platforms including Datto EDR/AV and RocketCyber for real-time threat detection, remediation, and reporting - Investigate and respond to alerts from EDR, antivirus - Maintain an accurate cybersecurity inventory and risk profile for each client - Coordinate with our U.S.-based Level 1 tech, review ticket quality and time entries - Document client environments and standard procedures in IT Glue or similar platforms - Identify recurring issues and propose solutions or automation - Perform periodic checks on backups, antivirus, and monitoring tools (Kaseya RMM, Datto EDR, Datto Backup) - Assist with lightweight project work (e.g., software rollouts, equipment setup planning) - Maintain strong communication with internal team via Teams - Escalate critical issues and follow through to resolution - Initiate and maintain communication with client’s vendors for issues resolution Required Qualifications - Minimum 5 years’ experience in IT support, including remote support and troubleshooting - Experience working for an MSP or supporting multiple clients preferred - Strong knowledge of: - Windows desktop and server environments - Microsoft 365 admin center, Exchange, SharePoint, OneDrive. - Remote monitoring and management tools - Kaseya Suite: Autotask, Datto RMM, IT Glue documentation - Antivirus, backup solutions - Datto AV/EDR, Datto Backup, Rocket Cyber - Cloud - based VoIP solutions - Firewalls – WatchGuard (preferred) - Excellent written English and clear spoken English for internal communication - Able to work independently, manage time well, and take ownership of tasks - Reliable internet connection and professional home office setup Preferred Qualifications - Experience using ticketing systems (Autotask) - Experience using remote and monitoring tools (Datto RMM) - Experience documenting systems in IT Glue - Experience with cybersecurity system - Experience communicating with technology vendors for issues resolutions - Customer service orientation, even if not handling direct calls Job Type: Full-time Expected hours: 40 per week Experience: - Tier 2-3 IT support: 5 years (Required) - MSP or multi-client environment: 1 year (Required)