Layer27

• Provide remote support for end-user, server, network, and Microsoft 365 environments, handling both Level 1 and Level 2 tickets. • Manage tickets and service requests through HaloPSA, maintaining detailed documentation of all work and client communication. • Monitor and remediate alerts from NinjaOne RMM and Auvik, ensuring proactive action before issues escalate. • Troubleshoot and support Microsoft 365 services (Exchange Online, Intune, SharePoint, Teams, OneDrive) with confidence. • Assist in supporting Microsoft Azure environments including hybrid deployments that connect on-premises Active Directory, applications, and file services to the cloud. • Troubleshoot servers, storage, and virtualization systems, performing patching, upgrades, and remote maintenance. • Support client networks, including Cisco, Meraki, Fortinet, and Ubiquiti devices, ensuring connectivity, security, and performance. • Communicate effectively with clients, providing timely updates, explaining issues in plain language, and setting expectations. • Follow SOPs while also identifying opportunities for process improvement and contributing ideas for efficiency. • Use AI and prompt engineering to enrich tickets, automate repetitive tasks, and deliver faster, smarter resolutions.

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 Level 2 Help Desk Technician to join our Managed Services team. This role is ideal for an experienced IT professional who enjoys working across diverse environments, troubleshooting complex issues, and delivering excellent client experiences. Unlike traditional in-house IT roles, this position supports multiple clients in parallel across industries, requiring strong multitasking skills and the ability to switch contexts seamlessly while maintaining accuracy and professionalism. As a Level 2 Help Desk Technician, you’ll be responsible for resolving both day-to-day support tickets (Level 1) as well as more complex escalated issues (Level 2). You will also play a critical role in supporting hybrid environments, bridging on-premises infrastructure such as Active Directory and file servers with Microsoft Azure and Microsoft 365. Layer27 is not a “break-fix” MSP. We use a security-first, cloud-focused approach and leverage AI-powered automation to drive faster resolutions, improve documentation, and streamline repetitive tasks. This means you’ll not only troubleshoot issues but also help us continuously improve how we deliver service. Key Responsibilities - Provide remote support for end-user, server, network, and Microsoft 365 environments, handling both Level 1 and Level 2 tickets. - Manage tickets and service requests through HaloPSA, maintaining detailed documentation of all work and client communication. - Monitor and remediate alerts from NinjaOne RMM and Auvik, ensuring proactive action before issues escalate. - Troubleshoot and support Microsoft 365 services (Exchange Online, Intune, SharePoint, Teams, OneDrive) with confidence. - Assist in supporting Microsoft Azure environments including hybrid deployments that connect on-premises Active Directory, applications, and file services to the cloud. - Troubleshoot servers, storage, and virtualization systems, performing patching, upgrades, and remote maintenance. - Support client networks, including Cisco, Meraki, Fortinet, and Ubiquiti devices, ensuring connectivity, security, and performance. - Communicate effectively with clients, providing timely updates, explaining issues in plain language, and setting expectations. - Follow SOPs while also identifying opportunities for process improvement and contributing ideas for efficiency. - Use AI and prompt engineering to enrich tickets, automate repetitive tasks, and deliver faster, smarter resolutions. Technologies You’ll Work With - Productivity & Cloud: Microsoft 365 (Exchange, SharePoint, Teams, Intune, OneDrive), Microsoft Azure (Identity, Security, VMs, Hybrid integrations), Google Workspace. - Security & Compliance: Microsoft Defender for Business, Microsoft Security Center, Purview/Defender for Office 365, ThreatLocker Application Control, Conditional Access, MFA, Zero Trust. - Infrastructure & Backup: Windows Server 2019/2022, Active Directory & Azure AD, Veeam Backup & Recovery, Citrix XenApp/XenDesktop (basic support). - Networking: Cisco Enterprise switching/routing, Meraki cloud-managed networking, Fortinet firewalls/APs/switches, Ubiquiti UniFi wireless and switching. - RMM, PSA & Monitoring: NinjaOne RMM, Auvik, HaloPSA. - AI & Automation: AI-driven knowledge retrieval, ticket enrichment, workflow automation, and emerging prompt engineering practices. Qualifications - 3+ years of experience in technical support or helpdesk roles (MSP experience strongly preferred). - 2+ years of experience administering Microsoft 365 environments at scale (Exchange, SharePoint, Intune, Teams). - Hands-on experience with Microsoft Azure, including hybrid integrations with on-premises Active Directory and infrastructure. - Strong troubleshooting skills with Windows Server and Active Directory (group policy, DNS, identity management). - Familiarity with RMM, PSA, and monitoring tools such as NinjaOne, HaloPSA, and Auvik. - Networking knowledge across Cisco, Meraki, Fortinet, and Ubiquiti platforms. - Solid troubleshooting experience across operating systems, applications, networks, and security tools. - Ability to communicate clearly with both technical and non-technical users, translating complex issues into plain language. - Strong organizational skills with the ability to context switch across multiple client environments while maintaining accuracy. - Proven ability to work effectively in a fully remote team, balancing independence with collaboration. - Participation in the on-call rotation is required (approximately once every 5–6 weeks). Soft Skills - Professional, client-first attitude with the ability to reassure and support customers during stressful situations. - Strong documentation and knowledge-sharing habits, ensuring continuity across the team. - Adaptability to learn new technologies quickly and embrace innovative approaches (including AI). - Attention to detail with a focus on quality and consistency over quantity. Benefits - 401(k) with company match - Health Insurance: 99% company-paid for employees and 99% for dependents on the standard plan - Dental Insurance: 99% company-paid for employees, 50% for dependents - Vision Insurance: 99% company-paid for employees, 50% for dependents - Short-term & Long-term Disability Insurance - FSA with employer contribution - Fully remote role (U.S.) - Generous PTO, sick time, floating holidays, and scheduled holidays - Reimbursement for business expenses (e.g., mileage, mobile phone, etc.) - Strong team collaboration, and a culture that values excellence, transparency, and client success

About Layer27 Layer27 is a managed IT services and security provider (MSP/MSSP) based in Durham, NC, serving businesses in healthcare, legal, and professional services. We take a security-first, cloud-forward approach to everything we do. Our team leverages AI-powered automation to drive faster resolutions, improve documentation, and eliminate repetitive work. This isn't break-fix IT—we deliver proactive, strategic services that let our clients focus on running their business. About the Role We are looking for a Level 1 Help Desk Technician to join our Managed Services team. This role is your first point of contact for our clients—you’ll own the initial support experience and set the tone for how our clients perceive Layer27. Speed, communication, and follow-through matter here. The ideal candidate has a strong foundation in Microsoft 365 administration—not just end-user support, but real admin-level comfort with Exchange Online, SharePoint, Teams, OneDrive, Entra ID, Conditional Access, and Intune. You should be able to troubleshoot mail flow issues, manage user licensing, configure basic security policies, and support hybrid environments where on-premises Active Directory syncs to the cloud. As an MSP technician, you will support multiple clients across different industries simultaneously. This requires strong multitasking skills, the ability to context-switch without dropping details, and a genuine commitment to clear, timely communication. If a client reaches out, they should hear back quickly—and they should understand exactly what’s happening with their issue. Key Responsibilities Microsoft 365 Administration & Support •       Serve as the primary support resource for Microsoft 365 issues including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, and Intune. •       Manage user accounts, licensing, distribution groups, shared mailboxes, and mail flow rules in the Microsoft 365 Admin Center and Exchange Admin Center. •       Troubleshoot email delivery issues, calendar delegation, mailbox permissions, and Outlook client connectivity with confidence and urgency. •       Support Intune device enrollment, compliance policies, and application deployment for Windows and mobile endpoints. •       Assist with SharePoint site permissions, OneDrive sync issues, and Teams configuration including channels, guest access, and meeting policies. •       Support Conditional Access policies, Multi-Factor Authentication (MFA) enrollment, and Entra ID security defaults under the direction of senior engineers. End-User Support & Ticket Management •       Provide fast, professional remote support for end-user issues across workstations, printers, VPN, and standard business applications. •       Manage tickets and service requests in HaloPSA with thorough documentation of all troubleshooting steps, client communication, and resolution details. •       Own your ticket queue—respond to new tickets promptly, keep clients updated proactively, and escalate to Level 2 when an issue exceeds your scope with clear context on what you’ve already tried. •       Monitor and respond to alerts from NinjaOne RMM, taking proactive action on endpoint health, patching status, and service disruptions before clients are impacted. Hybrid Environment Basics •       Understand the fundamentals of Active Directory (user accounts, group memberships, password resets, OU structure) and how it integrates with Entra ID via Azure AD Connect. •       Support basic hybrid scenarios such as password sync issues, account provisioning, and group membership changes that flow between on-premises AD and Microsoft 365. •       Escalate complex hybrid identity, Azure, or infrastructure issues to Level 2 with proper documentation. Communication & Process •       Communicate with clients clearly and promptly—explain issues in plain language, set realistic expectations, and follow up without being asked. •       Follow established SOPs and runbooks while also identifying opportunities for improvement and contributing ideas for efficiency. •       Leverage AI tools and prompt engineering to enrich ticket documentation, automate repetitive tasks, and deliver faster resolutions. Technologies You’ll Work With Microsoft 365 & Cloud (Primary Focus) •       Microsoft 365 Admin Center, Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business •       Microsoft Intune (device enrollment, compliance, app deployment) •       Entra ID (formerly Azure AD): user management, Conditional Access, MFA, security defaults •       Microsoft Defender for Business, Defender for Office 365, Microsoft Purview basics Identity & Hybrid Infrastructure •       Active Directory fundamentals (user/group management, GPO awareness, password administration) •       Azure AD Connect / Entra Connect Sync (basic understanding of hybrid identity sync) •       Windows Server 2019/2022 (basic familiarity for escalation context) Security & Compliance •       ThreatLocker Application Control •       Conditional Access policies and Zero Trust principles •       MFA administration and troubleshooting Tools & Platforms •       HaloPSA (ticketing, time tracking, client communication) •       NinjaOne RMM (remote access, scripting, endpoint monitoring) •       Auvik (network monitoring awareness for alert triage) •       AI-driven knowledge retrieval and ticket enrichment tools