Tier II Service Desk Technician

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

Careers / MSP Service Desk

Tier II Service Desk Technician

Handles 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-Time

Tucson, AZ

Mid Level

About This Role

The 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, AZ

You'll always hear from us

Every applicant gets a status update within 5 business days. See our 4-stage hiring process on the careers page.