MSP高级技术支持
MSP Senior Technical Support
加入Hire Hangar，与快速发展的全球公司合作，同时建立长期职业发展。
职位名称：高级MSP技术支援专家
工作地点：远程
时区：美国时区（PST - EST）
职位概述
我们正在寻找一位高级MSP技术支援专家，能够独立负责并解决跨广泛现代IT架构的工单，而无需依赖频繁升级。该职位位于L1/L2支持之上——其他人会向你升级。你将管理复杂的Microsoft 365/Azure环境、端点安全、网络和备份/灾难恢复，跨越多个客户租户，同时在以工单驱动、关注SLA的MSP环境中高效工作。
你将负责
- 独立处理工单队列——分类、诊断并解决复杂问题，无需频繁升级。
- 管理Microsoft 365和Azure/Entra环境，包括条件访问、Intune、多因素认证、单点登录和通过CIPP的多租户管理。
- 管理端点安全工具，包括SentinelOne EDR、Huntress MDR/ITDR和Windows Defender。
- 通过Avanan/Harmony监控和管理电子邮件安全，并提供向Kaseya Inky的过渡支持。
- 使用Datto BCDR、Datto端点备份和DropSuite监督备份和灾难恢复操作。
- 配置、故障排除和维护跨Cisco Meraki、Unifi、Aruba和CheckPoint的网络环境。
- 使用Auvik监控网络健康状况和性能。
- 在Hudu中保持系统、流程和客户环境的完整、准确文档。
- 通过Usecure支持安全意识计划，包括模拟钓鱼、暗网监控和培训活动。
- 通过Pax8管理软件许可。
- 作为初级支持人员的高级升级点，提供指导和技术辅导。
- 在所有客户和内部互动中保持清晰、专业的书面和口头沟通。
所需资格
- 先前的MSP经验是必须的——仅具有内部/公司IT经验者不予考虑。
- 对Microsoft 365和Azure/Entra有扎实的动手管理经验。
- 有使用RMM/PSA平台如Syncro、ConnectWise、Autotask或类似工具的经验。
- 有使用EDR/MDR端点安全工具的实际经验。
- 对Meraki、Unifi或其他类似平台有扎实的网络能力。
- 有独立处理工单队列的能力，极少需要升级。
- 清晰的书面和口语表达能力。
查看英文原文
Join Hire Hangar and work with fast-growing global companies while building a long-term career.
Job Title: Senior MSP Technical Support Specialist
Location: Remote
Time Zone: US Time Zones (PST - EST)
Role Overview
We 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 escalate 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 NOTE
It 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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