**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 crit...
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...
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