Remote Level 2 Help Desk Technician – MSP IT Support

Talantir; Durham (NC); Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

401(k) with company match

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Flexible PTO

Fully remote role (US)

Job summary

Layer27 is seeking a Level 2 Help Desk Technician to join our Managed Services team, supporting diverse client environments across the United States in a remote setting. You will resolve both day-to-day tickets and escalated issues, bridging on-premises AD and file servers with Microsoft 365 and Azure while maintaining high service standards.

The role requires 3+ years in technical support, strong Microsoft 365/Azure skills, and solid knowledge of networking and security tools.

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.

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 escalates.
• 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 effective with clients, providing timely updates, setting expectations.
• Follow SOPs while also identifying opportunities for process improvement and contributing ideas for efficiency.

Skills

Technical support

Microsoft 365 administration

Microsoft Azure

Networking

Troubleshooting

Remote work

Tools

NinjaOne

HaloPSA

Auvik

Job description

Layer27 is seeking a Level 2 Help Desk Technician to join our Managed Services team, supporting diverse client environments across the United States in a remote setting. You will resolve both day-to-day tickets and escalated issues, bridging on-premises AD and file servers with Microsoft 365 and Azure while maintaining high service standards.

The role requires 3+ years in technical support, strong Microsoft 365/Azure skills, and solid knowledge of networking and security tools.