MSP Senior Technical Support

Openkrill; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Hire Hangar is seeking a Senior MSP Technical Support Specialist to independently own and resolve tickets across a modern IT stack. You will manage Microsoft 365/Azure environments, endpoint security, networking, and backup/DR across multiple client tenants in a remote US timezone setup.

The role requires MSP experience, strong hands-on admin skills, and the ability to mentor junior staff while maintaining SLA-focused operations. US Central business hours availability is expected.

Qualifications

• MSP-specific hands-on administration of Microsoft 365 and Azure/Entra.
• Experience with RMM/PSA platforms (Syncro, ConnectWise, Autotask, or similar).
• Hands-on experience with EDR/MDR endpoint security tools.
• Strong networking knowledge with Meraki or Unifi.
• Proven ability to own a ticket queue with minimal escalation.
• Clear written and spoken English; availability during US Central business hours.

Responsibilities

• Own and triage the ticket queue; diagnose and resolve complex issues with minimal escalation.
• Administer Microsoft 365 and Azure/Entra environments; manage Conditional Access, Intune, MFA, SSO, multi-tenant setup.
• Manage endpoint security tools and monitor security posture across client environments.
• Monitor and manage email security and transition support to security tooling as needed.
• Oversee data backup and disaster recovery operations for client tenants.
• Configure and troubleshoot networking across Cisco Meraki, Unifi, Aruba, and CheckPoint.
• Maintain thorough documentation for systems and client environments in Hudu.
• Mentor junior staff and provide escalation support and guidance.

Skills

MSP admin experience

Microsoft 365/Azure administration

RMM/PSA platforms

EDR/MDR security tools

Networking with Meraki/Unifi

Ticket ownership & escalation

English communication

US Central business hours availability

Tools

Syncro

ConnectWise

Autotask

Datto BCDR

Datto Endpoint Backup

Pax8

Meraki

Job description

Join Hire Hangar and work with fast-growing global companies while building a long-term career.

Job Title: Senior MSP Technical Support SpecialistLocation: RemoteTime Zone: US Time Zones (PST - EST)

Role OverviewWe are looking for a Senior MSP Technical Support Specialist who can independently own and resolve tickets across a broad, modern IT stack without relying on constant escalation. This role sits above L1/L2 support — you are the one others escape to. You'll manage complex Microsoft 365/Azure environments, endpoint security, networking, and backup/DR across multiple client tenants, while working efficiently within a ticket-driven, SLA-focused MSP environment.

What You'll Do

• Own and work the ticket queue independently — triage, diagnose, and resolve complex issues without requiring constant escalation.
• Administer Microsoft 365 and Azure/Entra environments, including Conditional Access, - Intune, MFA, SSO, and multi-tenant management via CIPP.
• Manage endpoint security tools including SentinelOne EDR, Huntress MDR/ITDR, and Windows Defender.
• Monitor and manage email security through Avanan/Harmony, with transition support to Kaseya Inky.
• Oversee backup and disaster recovery operations using Datto BCDR, Datto Endpoint Backup, and DropSuite.
• Configure, troubleshoot, and maintain networking environments across Cisco Meraki, Unifi, Aruba, and CheckPoint.
• Monitor network health and performance using Auvik.
• Maintain thorough, accurate documentation in Hudu for systems, processes, and client environments.
• Support security awareness initiatives via Usecure, including simulated phishing, dark web monitoring, and training campaigns.
• Manage software licensing through Pax8.
• Serve as a senior point of escalation for junior support staff, providing guidance and technical mentorship.
• Maintain clear, professional written and verbal communication across all client and internal interactions.

Required Qualifications

• Prior MSP experience is non-negotiable — in-house/internal IT experience alone will not be considered
• Strong, hands-on administration experience with Microsoft 365 and Azure/Entra
• Experience with RMM/PSA platforms such as Syncro, ConnectWise, Autotask, or similar
• Hands-on experience with EDR/MDR endpoint security tools
• Solid networking competency with Meraki, Unifi, or similar platforms
• Demonstrated ability to own a ticket queue independently, with minimal need for escalation
• Clear written and spoken English, with availability during US Central business hours.

Nice to Have

• Direct experience with Syncro specifically.
• Experience with Datto BCDR.
• Direct hands-on experience with Huntress or SentinelOne.
• Microsoft certifications (MS-900, AZ-900, MD-102, SC-900).

Please NOTEIt is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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