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Latitude Inc · 1 day ago

IT Technician II (MSP Experience)

Millersville, MD

Full-time

Hybrid

Mid Level

$60K/yr - $75K/yr

Latitude Inc is seeking an experienced IT Technician II with a strong background in Managed Service Provider environments and expertise in Office 365. This role involves providing Tier II technical support, managing client environments, and resolving escalated issues across various infrastructure and cloud technologies.

Manufacturing

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Provide Tier II remote and occasional onsite support for end users across multiple client environments

Troubleshoot and resolve escalated hardware, software, network, and cloud issues

Diagnose and remediate complex desktop, laptop, mobile device, and peripheral problems

Perform root cause analysis and implement preventative solutions

Administer Microsoft 365 tenants including Exchange Online, SharePoint, OneDrive, Teams, and Azure AD

Manage user accounts, licensing, permissions, and security policies

Configure and support email migrations, mailbox troubleshooting, and spam/security solutions

Implement and support MFA, Conditional Access, Intune, and endpoint management

Maintain and troubleshoot Microsoft Teams and collaboration tools

Support Windows Server environments and Active Directory

Manage user provisioning, group policies, and access control

Support backup solutions, patch management, and endpoint security

Assist with infrastructure upgrades, migrations, and onboarding of new clients

Troubleshoot basic to intermediate networking issues (DNS, DHCP, VPNs, firewalls)

Support remote access technologies and connectivity troubleshooting

Monitor system health and performance using RMM tools

Document tickets, procedures, and resolutions in PSA/RMM tools

Create and maintain technical documentation and knowledge base articles

Communicate clearly with clients and provide outstanding customer service

Collaborate with Tier I and Tier III teams to ensure timely issue resolution

Qualification

Office 365Microsoft 365 AdministrationClient Environment ManagementNetworkingTechnical SupportCustomer ServiceDocumentation

Required

Strong background working in a Managed Service Provider (MSP) environment

Deep expertise in Office 365

Experience providing Tier II technical support

Ability to manage client environments

Experience resolving escalated issues

Support for a wide range of infrastructure and cloud technologies

Thrives in a fast-paced, client-facing environment

Highly organized

Enjoys troubleshooting complex technical issues

Delivering excellent customer service

Provide Tier II remote and occasional onsite support for end users