MSP Hire

• Manage Windows Server environments (AD, DNS, DHCP, file services) • Troubleshoot Group Policy and identity issues • Manage firewall and VPN configurations • Support VLAN and subnet design within defined standards • Lead infrastructure upgrades and migrations • Implement secure Microsoft 365 and other cloud configurations • Reduce repeat issues through documentation and training

• Investigate phishing attacks, suspicious login activity, and account compromise incidents • Perform threat hunting, log analysis, containment, and remediation • Lead response efforts for Microsoft 365 and Azure-related security events • Collaborate with security partners and vendors during active incidents • Conduct post-incident reviews and improve prevention strategies • Design and improve Conditional Access policies and identity security controls • Manage and optimize Microsoft Defender and Entra ID security features • Support and troubleshoot Azure infrastructure and Azure Virtual Desktop environments • Handle complex escalations involving networking, virtualization, storage, and authentication • Assist with automation and infrastructure-as-code initiatives • Mentor junior engineers and contribute to technical standards

• Serve as a senior escalation point for complex technical issues • Troubleshoot networking, firewalls, VPNs, Wi-Fi, Microsoft 365, endpoints, and SaaS platforms • Support restaurant technology environments including POS systems such as Toast, Aloha, Micros, and Xenial • Communicate directly with clients during outages and critical incidents • Mentor and coach Tier 1 and Tier 2 technicians • Help maintain SLA performance, ticket quality, and operational standards • Coordinate with ISPs, vendors, and third-party providers • Support onboarding and stabilization of inherited client environments • Participate in an on-call rotation - Every other week Mon-Wed

• Provide remote support for end users via phone, email, and remote access tools • Troubleshoot Microsoft environments including Windows Server, Microsoft 365, Windows 11, and Mac OS • Support virtual environments, backup systems, workstations, wireless access points, and related hardware • Monitor and respond to alerts through the remote monitoring and management platform • Assist with onsite installations and deployments including servers, switches, firewalls, and software • Coordinate with vendors to resolve issues involving business applications, printers, copiers, and internet providers • Document support activity, configurations, and client environments in ConnectWise Manage and Hudu • Communicate clearly with clients by providing timely updates and maintaining a high level of customer satisfaction • Escalate issues appropriately while collaborating closely with the Service Coordinator and Service Manager • Participate in after-hours on-call support rotation • Contribute to internal documentation, procedures, and process improvement • Stay current with emerging technologies and industry best practices

• Oversee service desk operations by monitoring ticket dashboards, managing SLA compliance, addressing escalations, and ensuring exceptional service delivery • Lead and develop the service desk team through daily performance management, workload balancing, coaching, and ongoing professional development • Maintain strong client relationships through proactive communication, regular service reviews, and performance reporting • Analyze operational metrics including ticket volume, response times, MTTR, CSAT, and cost efficiency to identify trends and drive continuous improvement • Implement and refine service desk processes, escalation workflows, and operational policies to improve efficiency and customer satisfaction • Manage on-call scheduling, staffing capacity, and resource planning to support business growth while preventing team burnout • Deliver strategic reports, business reviews, and operational recommendations to executive leadership • Conduct employee performance reviews, goal-setting, and workforce planning

• Lead technical discovery and pre-sales engagements • Design, configure, and implement cloud solutions • Serve as a trusted advisor throughout the project lifecycle • Advise customers on best practices around Microsoft 365 • Contribute to expanding Microsoft partnership & Modern Work practice

• Design, implement, and configure Microsoft 365 solutions (Commercial & GCC High) • Lead migrations (Exchange, SharePoint, Teams, OneDrive, tenant-to-tenant) • Develop technical documentation and architecture diagrams • Provide knowledge transfer and training to client teams • Ensure compliance with regulatory and security requirements • Troubleshoot and resolve complex issues during project delivery • Manage multiple projects with tight deadlines • Collaborate with internal teams and client stakeholders

• Lead technical discovery and pre-sales engagements, translating customer business needs into solution architectures, scope definitions, and compelling value propositions in partnership with the sales team. • Design, configure, and implement cloud and technology solutions while delivering documentation and knowledge transfer to customer stakeholders. • Serve as a trusted advisor throughout the project lifecycle, driving successful deployments, resolving complex technical challenges, and ensuring customer satisfaction and adoption goals are met. • Advise customers on best practices, whether with industry standards or your own recommendations, around Microsoft Azure including security, networking, applications services, Artificial Intelligence and data management. • Contribute to expanding our Microsoft partnership & Azure practice through growth in CSP and Professional Services revenue, the development of new technical skills & focus areas, and building relationships with key Microsoft resources. • Participate in knowledge exchanges with coworkers, regularly sharing and receiving knowledge to enhance our Microsoft Azure services, including best practices, implementation strategies, and complex architectures. • Collaborate with team members to define and implement/document standards and methodologies for Professional Services engagements. • Learn security and compliance frameworks including but not limited to Cybersecurity Maturity Model Certification (CMMC) 2.0 for Defense Industrial Base customers leveraging Microsoft Azure Government and Microsoft 365 GGC High.

• Serve as the senior technical authority for the managed services organization • Establish engineering standards and platform architecture • Handle advanced technical escalation within the service organization • Ensure operational excellence and sound technical architecture in partnership with the Service Manager • Oversee project architecture, technical oversight, and technology strategy