Senior Technical Support, MSP

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Take ownership of the ticket queue, managing it independently by triaging, diagnosing, and resolving intricate issues.

• Administer Microsoft 365 and Azure/Entra environments, focusing on Conditional Access, Intune, MFA, SSO, and multi-tenant management via CIPP.

• Oversee endpoint security solutions such as SentinelOne EDR, Huntress MDR/ITDR, and Windows Defender.

• Manage and monitor email security through Avanan/Harmony, including providing transition support to Kaseya Inky.

• Supervise backup and disaster recovery operations utilizing Datto BCDR, Datto Endpoint Backup, and DropSuite.

• Configure, troubleshoot, and uphold networking environments across Cisco Meraki, Unifi, Aruba, and CheckPoint.

• Monitor network health and performance metrics using Auvik.

• Maintain thorough and precise documentation in Hudu.

• Support security awareness initiatives through Usecure, incorporating simulated phishing, dark web monitoring, and training campaigns.

• Manage software licensing via Pax8.

• Act as a senior escalation resource for junior support staff, offering guidance and technical mentorship.

• Ensure clear and professional written and verbal communication with clients and internal teams.

⛳️ Requirements

• Previous experience in a Managed Service Provider (MSP) environment is essential; in-house/internal IT experience will not be accepted.

• Strong hands-on experience in administering Microsoft 365 and Azure/Entra.

• Familiarity with RMM/PSA platforms such as Syncro, ConnectWise, Autotask, or similar tools.

• Practical experience with EDR/MDR endpoint security tools.

• Solid networking skills with Meraki, Unifi, or comparable platforms.

• Capability to independently manage a ticket queue with minimal escalation.

• Proficiency in written and spoken English.

• Availability during US Central business hours.

• Completion of the entire application form is required.

• Willingness to record a video as part of the application process.

• Microsoft certifications such as MS-900, AZ-900, MD-102, or SC-900 are preferred but not mandatory.

🏝️ Benefits

• Competitive salary.

• Significant growth opportunities.

• Long-term career development prospects.

• Initial video interview as the first step in the application process.