Layer27, LLC is seeking a Level 1 HelpDesk Support Technician to join our Managed Services team. This role is the first point of contact for our clients, providing critical support for Microsoft 365 services and end-user issues within our security-first, cloud-forward, and AI-powered environment.
What You'll Do
- Serve as the primary support resource for Microsoft 365 issues including Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business, and Intune.
- Manage user accounts, licensing, distribution groups, shared mailboxes, and mail flow rules in the Microsoft 365 Admin Center.
- Troubleshoot email delivery issues, calendar delegation, mailbox permissions, and Outlook client connectivity.
- Support Intune device enrollment, compliance policies, and application deployment for Windows and mobile endpoints.
- Assist with SharePoint site permissions, OneDrive sync issues, and Teams configuration including channels and guest access.
- Support Conditional Access policies and Multi-Factor Authentication enrollment under the direction of senior engineers.
- Provide fast, professional remote support for end-user issues across workstations, printers, VPN, and standard business applications.
- Manage tickets and service requests in HaloPSA with thorough documentation of all troubleshooting steps and client communication.
- Own your ticket queue, respond promptly to new tickets, provide proactive updates, and escalate issues to Level 2 with clear context.
- Monitor and respond to alerts from NinjaOne RMM, taking action on endpoint health, patching status, and service disruptions.
- Support basic hybrid scenarios such as password sync issues and account provisioning.
- Communicate with clients clearly and promptly, explaining issues in plain language and setting realistic expectations.
- Follow established SOPs and runbooks while identifying opportunities for improvement.
- Leverage AI tools and prompt engineering to enrich ticket documentation, automate repetitive tasks, and deliver faster resolutions.
What We're Looking For
- A strong foundation in Microsoft 365 administration with admin-level comfort in Exchange Online, SharePoint, Teams, OneDrive, Entra ID, Conditional Access, and Intune.
- Ability to troubleshoot mail flow issues, manage user licensing, configure basic security policies, and support hybrid environments.
- Strong multitasking skills and ability to context-switch without dropping details.
- Commitment to clear, timely communication.
- Understanding of Active Directory fundamentals like user accounts, group memberships, password resets, and OU structure, and its integration with Entra ID via Azure AD Connect.
Technical Stack
- Microsoft 365 Admin Center, Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business
- Microsoft Intune, Entra ID, Microsoft Defender for Business, Defender for Office 365, Microsoft Purview basics
- Active Directory, Azure AD Connect / Entra Connect Sync
- Windows Server 2019/2022, ThreatLocker Application Control
- Conditional Access policies, MFA administration
- HaloPSA, NinjaOne RMM, Auvik
- AI-driven knowledge retrieval and ticket enrichment tools
Team & Environment
You will be part of our Managed Services team at Layer27, operating in a proactive, strategic environment that prioritizes security and leverages AI-powered automation.
Layer27, LLC is an equal opportunity employer.
