Job Description

We are a Managed Service Provider known for solving problems at the root, delivering consistent high-quality support, and maintaining a 97% client retention rate year after year. We are looking for an experienced IT Technician or Engineer who is ready to step into a higher-level role with both technical depth and leadership responsibilities.

In this position, you will be assisting with tickets (T1/T2) as well as serving as both

escalation point

for our support team including guiding technicians, improving processes, and ensuring the consistent delivery of exceptional service to our clients.

You'll work across a wide variety of environments, vendors, and technologies, with the autonomy to make decisions and the support of a team that values doing things the right way.

Key Responsibilities - Technical Escalation & Leadership

Serve as the main escalation point for Level 1/2 technicians for complex issues across servers, desktops, networking, security, and cloud services. Provide mentorship, guidance, and quality oversight to ensure consistency in support delivery. Assist management with improving documentation, workflows, and internal processes.

Server, Virtualization & Infrastructure Support

Troubleshoot and maintain

Windows Server

,

Active Directory

, Group Policy, DNS, DHCP, and related infrastructure. Support and administer

Hyper-V

environments (VMware experience a plus but not required). Work with Dell, Lenovo, and Synology hardware including RAID, iDRAC, updates, and lifecycle planning.

Cloud & Microsoft 365

Deploy, configure, and support

Microsoft 365

tenants, Exchange Online, SharePoint, Teams, security baselines, and identity management. Knowledge of Entra, and Intune. Assist with onboarding, domain configuration, licensing, and tenant administration.

Networking & Security

Troubleshoot and configure

firewalls, switches, VLANs, VPNs, and wireless networks

. Support and implement security tools including MSP-standard solutions. Assist with security hardening, patch management, backups, and business continuity solutions.

Client Support & Technical Excellence

Provide advanced support for workstations, devices, and business applications. Own incidents through resolution, ensuring clear communication with both technicians and clients. Maintain accurate, detailed ticket documentation in our PSA/RMM tools (IT Glue-style documentation, etc.). Identify recurring issues and propose long-term fixes rather than band-aids.

Preferred

Familiarity with cybersecurity frameworks (CIS, NIST) is a plus. Experience working with clients who need to adhere to CMMC and HIPAA compliance requirements is also a plus.

Why Join Us?

A nearly two-decade reputation in Tucson and Phoenix with incredible client loyalty. Our team is local, responsive, and collaborative. A culture that values documentation, consistency, and solving the real problem--not just closing tickets. Flexibility, autonomy, and a team that truly cares about delivering exceptional work.
Work Location: Hybrid remote in Tucson, AZ 85718