• Lead, mentor, and develop Helpdesk Team Leads and support staff • Oversee day-to-day IT support operations, including ticket queues, escalations, and service requests • Ensure SLA compliance and actively monitor service performance metrics • Analyze ticket trends and implement proactive solutions • Drive automation, standardization, and self-service initiatives • Ensure adherence to company policies, IT security standards, and regulatory requirements

• Provide 1st level contact (email, phone and other channels) and convey resolutions to customer issues, and 2nd level where possible according to internal team and company processes • Regularly update cases in our ticketing system within SLA • Cooperate on unresolved queries with the next level of support or other departments • Proactively recommend improvements which will lead to better customer experience or higher team efficiency • Engage and communicate with our providers (Google)

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

• Own all IT vendor relationships and contracts • Lead implementation of enterprise tools ( e.g. Arctic Wolf, firewall, VPN, EDR, etc ) • Prepare for and maintain healthcare compliance ( e.g. HIPAA, SOC 2 Type II, HITrust, etc ) • Lead security incident response and security operations • Lead IT asset tracking • Provide IT support • Create and maintain clear documentation and processes