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Level 1 HelpDesk Support Technician

1 month ago
United States
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
Active Directory Azure Cisco DNS Fortinet
Apply Now
Layer27

Layer27

Layer27 provides tailored managed IT services and cloud solutions to businesses in Raleigh, Durham, and Charlotte, focusing on proactive support and enhanced security to optimize operations and facilitate growth.

Internet Software & Services
1-10
Founded 2011
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Description

  • Serve as primary support for Microsoft 365-related issues (Exchange Online, SharePoint Online, Teams, OneDrive) and Intune-managed endpoints.
  • Manage Microsoft 365 user accounts, licensing, distribution groups, shared mailboxes, and mail flow rules in the Microsoft 365 and Exchange admin centers.
  • Troubleshoot email delivery, mailbox permissions, calendar delegation, and Outlook connectivity with urgency and clear communication.
  • Support Intune device enrollment, compliance policies, and application deployment for Windows and mobile devices.
  • Provide fast remote end-user support across workstations, printers, VPNs, and standard business applications, and own ticket responses and client updates.
  • Manage tickets and documentation in HaloPSA, including detailed troubleshooting steps, client communications, and resolution notes; escalate to Level 2 with clear context when needed.
  • Monitor and respond to NinjaOne RMM alerts, proactively addressing endpoint health, patching, and service disruptions before clients are impacted.
  • Support hybrid environment basics (on-prem Active Directory integration, password sync, account provisioning) and escalate complex hybrid identity or Azure issues to senior engineers.
  • Follow SOPs and runbooks, contribute process-improvement ideas, and leverage AI tools to enrich documentation and automate repetitive tasks.

Requirements

  • 3+ years of experience in technical support or helpdesk roles (MSP experience strongly preferred).
  • 2+ years administering Microsoft 365 environments at scale, including Exchange, SharePoint, Teams, and Intune.
  • Hands-on experience with Microsoft Azure and hybrid integrations between on-premises Active Directory and cloud identity (Azure AD Connect/Entra Connect).
  • Strong troubleshooting skills with Windows Server and Active Directory (group policy, DNS, password administration).
  • Familiarity with RMM, PSA, and monitoring tools such as NinjaOne, HaloPSA, and Auvik.
  • Networking knowledge across Cisco, Meraki, Fortinet, and Ubiquiti platforms.
  • Proven ability to communicate clearly with technical and non-technical users and to document work thoroughly.
  • Strong organizational skills and ability to context-switch across multiple client environments while maintaining accuracy.
  • Ability to work effectively in a fully remote team and participate in an on-call rotation (approximately once every 5–6 weeks).
  • Client-first attitude, adaptability to learn new technologies (including AI-driven tools), and attention to detail with consistent documentation habits.

Benefits

  • Fully remote role (U.S.).
  • 401(k) with company match.
  • Health insurance: 99% company-paid for employees (and 99% for dependents on the standard plan); dental and vision 99% company-paid for employees and 50% for dependents.
  • Short-term and long-term disability insurance and an FSA with employer contribution.
  • Generous PTO, sick time, floating holidays, and scheduled holidays.
  • Reimbursement for business expenses (e.g., mileage, mobile phone).
  • Strong team collaboration and a culture focused on transparency and client success.

Interested in this position?

Apply directly on the company website

Apply Now

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