Senior Tier II Service Desk Engineer - M365 & Networking

Unio Digital; Tucson (AZ); On-site; USD 60,000 - 76,000; Full time

Job summary

Unio Digital is seeking a Tier II Service Desk Technician to handle escalated IT support, lead small project work, and mentor Tier I staff in a fast-paced MSP setting in Tucson, AZ. Strong M365 admin and networking skills are required.

The role emphasizes documentation, process improvement, and on-call rotation, with opportunities to contribute to runbooks and customer service excellence.

Qualifications

• 3+ years in MSP or comparable IT support environment.
• Microsoft 365 admin experience (Entra ID, Exchange Online, SharePoint, Intune).
• Networking fundamentals (VLANs, routing, basic firewall rule creation).
• Microsoft certifications (MS-900, MS-102, AZ-104) preferred.

Responsibilities

• Resolve Tier 2 escalations (M365 admin issues, switch/router troubleshooting, endpoint deployment).
• Lead small client project work (M365 migrations, endpoint refreshes, network changes).
• Mentor Tier I technicians and review their ticket documentation.
• Maintain and improve service-delivery runbooks.
• Participate in on-call rotation.

Skills

MSP experience

Microsoft 365 admin

Networking fundamentals

Microsoft certifications

Job description

Unio Digital is seeking a Tier II Service Desk Technician to handle escalated IT support, lead small project work, and mentor Tier I staff in a fast-paced MSP setting in Tucson, AZ. Strong M365 admin and networking skills are required.

The role emphasizes documentation, process improvement, and on-call rotation, with opportunities to contribute to runbooks and customer service excellence.