MSP Support/Helpdesk (L1/L2/L3)

Role Title: MSP Support/Helpdesk (L1, L2, L3)ECLARO: A quick SummaryECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.JOB DESCRIPTION — L1 HELP DESK SUPPORT Job Title: L1 Help Desk SupportShift: 24/7 rotating shiftsReports To: Service Delivery Manager / IT OperationsAbout the RoleThe L1 Help Desk Support team member will be responsible for providing first-line technical assistance to end users across multiple managed services clients. This role requires strong customer service skills, timely issue resolution, and adherence to defined response SLAs. ResponsibilitiesServe as the first point of contact for technical support requests via phone, email, and ticketing systemPerform initial triage, troubleshooting, and documentation of incidentsResolve common user issues including:Password resetsAccount lockoutsBasic O365 administrationWorkstation/applications troubleshootingVPN and connectivity issuesProperly escalate tickets to L2/L3 teams based on severity and complexityUpdate ticket notes, maintain detailed documentation, and follow escalation workflowsMonitor alerts coming from RMM/monitoring tools (e.g., NinjaOne, LogicMonitor)Communicate clearly with both internal teams and end usersMeet response SLA of 15 minutes per ticketQualifications1-2 years of experience in Service Desk or IT SupportStrong understanding of Windows OS, Office 365, basic networkingFamiliarity with ticketing systems (ConnectWise, ServiceNow, JIRA, etc.)Good verbal and written English communication skillsWilling to work in 24/7 shiftsCertifications are a plus: ITIL, CompTIA A+, Microsoft FundamentalsJOB DESCRIPTION — L2 SUPPORT ENGINEER Job Title: L2 Support EngineerSetup: Supporting multiple MSP clients, including enterprise-level environments About the RoleThis is a hands-on technical role for someone who loves solving problems and working across different environments. As an L2 Engineer, you’ll handle escalated issues, support cloud/hybrid infrastructures, and collaborate closely with senior engineers for more complex cases. What You’ll DoHandle L2 escalations from service desk teamsTroubleshoot issues related to:Azure & M365 administrationIntune device managementWindows servers & hybrid ADExchange OnlineBasic firewall and network troubleshooting (e.g., VLAN issues)Support client onboarding, device provisioning, patching, and backupsMonitor and respond to alerts from RMM toolsCollaborate with L3 engineers on root-cause analysis and complex fixesEnsure tickets are logged clearly and closed within expected timelines What We’re Looking For3-5 years of IT Support or Systems Administration experiencePrior MSP experience preferredWorking knowledge of Azure AD/Entra, Intune, Exchange, and hybrid environmentsHands-on skills in networking (switches, routers, firewalls—basic configs)Experience with backup tools (Veeam, Acronis, Datto)A proactive mindset — someone who digs deeper instead of just escalating Nice-to-HaveAZ-900, MS-102, or related Microsoft certificationsExperience in SonicWall, Meraki, Fortinet, Aruba devicesFamiliarity with NinjaOne or LogicMonitorJOB DESCRIPTION — L3 SUPPORT ENGINEER Job Title: L3 Support Engineer (senior-level escalations)Environment: Supporting 30+ managed services customers Role OverviewThis is an advanced technical engineering role responsible for deep-level troubleshooting, cloud architecture support, infrastructure configuration, and overseeing escalations across multiple MSP clients. Candidates must have hands-on experience supporting Azure, hybrid AD, Intune, AVD, and firewall/network environments. Key ResponsibilitiesLead technical escalations from L1/L2 teamsAdminister and troubleshoot Azure cloud & hybrid environmentsConfigure and maintain:Azure AD / EntraIntune MDM & compliance policiesExchange Online (including migrations)Conditional Access & MFARBAC role assignmentsCertificate lifecycle managementDeploy, configure, and troubleshoot AVD environmentsConfigure and troubleshoot:MerakiArubaFortinetSonicWallVLAN creation & segmentationOversee backup and DR tools (Veeam, Acronis, Datto)Optimize RMM tools (NinjaOne, LogicMonitor)Ensure adherence to 15-minute response SLAProvide guidance, training, and review for L1/L2 engineers Requirements5-8+ years IT infrastructure experience with at least 2 years at MSP levelDeep experience with Azure, Intune, hybrid identity, ExchangeStrong networking/firewall experienceAbility to manage multiple clients and shifting prioritiesExcellent technical documentation and troubleshooting methodologyCertifications preferred: AZ-104, MS-102, AZ-305, CCNA, Fortinet NSE