MSP Senior Technical Support

📋 Description

• • Join Hire Hangar and work with fast-growing global companies while building a long-term career.
• • Job Title: Senior MSP Technical Support Specialist
• • Location: Remote
• • Time Zone: US Time Zones (PST - EST)
• • We are looking for a Senior MSP Technical Support Specialist who can independently own and resolve tickets across a broad, modern IT stack without relying on constant escalation.
• • This role sits above L1/L2 support — you are the one others escalate to.
• • You'll manage complex Microsoft 365/Azure environments, endpoint security, networking, and backup/DR across multiple client tenants, while working efficiently within a ticket-driven, SLA-focused MSP environment.
• • What You'll Do
• • Own and work the ticket queue independently — triage, diagnose, and resolve complex issues without requiring constant escalation.
• • Administer Microsoft 365 and Azure/Entra environments, including Conditional Access, - Intune, MFA, SSO, and multi-tenant management via CIPP.
• • Manage endpoint security tools including SentinelOne EDR, Huntress MDR/ITDR, and Windows Defender.
• • Monitor and manage email security through Avanan/Harmony, with transition support to Kaseya Inky.
• • Oversee backup and disaster recovery operations using Datto BCDR, Datto Endpoint Backup, and DropSuite.
• • Configure, troubleshoot, and maintain networking environments across Cisco Meraki, Unifi, Aruba, and CheckPoint.
• • Monitor network health and performance using Auvik.
• • Maintain thorough, accurate documentation in Hudu for systems, processes, and client environments.
• • Support security awareness initiatives via Usecure, including simulated phishing, dark web monitoring, and training campaigns.
• • Manage software licensing through Pax8.
• • Serve as a senior point of escalation for junior support staff, providing guidance and technical mentorship.
• • Maintain clear, professional written and verbal communication across all client and internal interactions.
• • Required Qualifications
• • Prior MSP experience is non-negotiable — in-house/internal IT experience alone will not be considered.
• • Strong, hands-on administration experience with Microsoft 365 and Azure/Entra.
• • Experience with RMM/PSA platforms such as Syncro, ConnectWise, Autotask, or similar.
• • Hands-on experience with EDR/MDR endpoint security tools.
• • Solid networking competency with Meraki, Unifi, or similar platforms.
• • Demonstrated ability to own a ticket queue independently, with minimal need for escalation.
• • Clear written and spoken English, with availability during US Central business hours.
• • Nice to Have
• • Direct experience with Syncro specifically.
• • Experience with Datto BCDR.
• • Direct hands-on experience with Huntress or SentinelOne.
• • Microsoft certifications (MS-900, AZ-900, MD-102, SC-900).
• • Please NOTE
• • It is crucial that you complete the application form in full.
• • As part of the application process, you will be required to record a video.
• • If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process.
• • If you do not record a video, we will not be able to consider you for ANY open roles.