Job Summary:
Pacific Office Automation is the largest independently owned document imaging and technology dealer in the United States. They are seeking a Tier 2 Service Desk Technician to provide advanced technical support across endpoint devices and Microsoft 365 while serving as a key escalation point for Tier 1 support.
Responsibilities:
• Serve as the Tier 2 escalation point for service desk incidents and requests
• Troubleshoot advanced endpoint, application, and connectivity issues
• Administer and support Microsoft 365 (Exchange Online, Entra ID, Teams, SharePoint, OneDrive)
• Manage user access, identity, and security (MFA, conditional access, lifecycle management)
• Diagnose and resolve issues across Windows 10/11 and business applications
• Support basic networking (DNS, DHCP, VPNs, firewall/client connectivity)
• Use RMM tools to monitor, maintain, and remediate endpoint health
• Troubleshoot endpoint security tools (e.g., Defender, WatchGuard, EDR platforms)
• Document all work clearly within ticketing systems
• Maintain and update client documentation
• Collaborate with Tier 3/Engineering teams on complex issues
• Identify recurring problems and recommend long-term solutions or automation
• Participate in on-call or after-hours support as needed
Qualifications:
Required:
• 2–4 years of Help Desk or Service Desk experience (MSP experience strongly preferred)
• Strong knowledge of Windows 10/11 administration
• Strong knowledge of Microsoft 365 (Exchange Online, Entra ID, Teams)
• Strong knowledge of Active Directory and hybrid environments
• Experience with RMM tools and remote support platforms
• Solid understanding of networking fundamentals (TCP/IP, DNS, VPNs)
• Ability to manage multiple priorities and meet SLA expectations
• Strong communication and documentation skills
Preferred:
• Experience in an MSP environment
• Familiarity with Azure/Entra ID advanced features (Conditional Access, Identity Protection)
• Experience supporting multi-tenant environments
• Relevant certifications such as: CompTIA A+, Network+, Security+, Microsoft certifications (MS-900, AZ-104, MD-102, etc.)
Company:
Pacific Office Automation deals in office management solutions, offering state-of-the-art technology Founded in 1976, the company is headquartered in Beaverton, USA, with a team of 1001-5000 employees. The company is currently Late Stage.