Tier II Service Desk Technician

Unió Digital; Tucson (AZ); On-site; USD 52,000 - 75,000; Full time

Job summary

Unió Digital is seeking a Tier II Service Desk Technician in Tucson, AZ to handle escalated tickets, lead small IT projects, and mentor Tier I teammates. Strong Microsoft 365 admin and networking skills are essential to deliver quality end-user support.

You will resolve complex issues (M365, switches/routers, endpoint Deployment), document processes, and contribute to runbooks while participating in on-call rotations. 3+ years in MSP environments preferred.

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 preferred (MS-900, MS-102, AZ-104).
• Eligible to work in the U.S.; based in or relocating to Tucson, AZ.

Responsibilities

• Resolve Tier 2 escalations (M365 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

Microsoft 365 admin

Networking

Mentoring

Documentation

Education

MS-900

MS-102

AZ-104

Tools

Entra ID

Exchange Online

SharePoint

Intune

M365 Admin Console

Job description

# Tier II Service Desk TechnicianHandles escalated technical support requests and assists with project implementation. Maintains documentation, improves processes, and delivers quality customer service while mentoring Tier I team members.Full-TimeTucson, AZMid LevelApply for this RoleBack to All Roles## About this roleThe Tier II Service Desk Technician handles escalated tickets that Tier I can't resolve, leads small project implementations, and mentors Tier I peers. Strong Microsoft 365 admin and networking troubleshooting skills required.## What you'll do* 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## What we're looking for* 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* Eligible to work in the U.S.; based in or relocating to Tucson, AZYou'll always hear from usEvery applicant gets a status update within 5 business days. See our 4-stage hiring process on the careers page.## Ready to apply?Submit your resume and a few details. We review every application personally.Apply for this Role