Layer27 · 5 hours ago
Level 1 HelpDesk Support Technician
United States
Full-time
Remote
Entry Level
$40K/yr - $60K/yr
3+ years expLayer27 is a managed IT services and security provider based in Durham, NC, focused on delivering proactive and strategic services to clients across various industries. The Level 1 Help Desk Support Technician will be the first point of contact for clients, responsible for providing support for Microsoft 365 administration and ensuring a positive client experience through effective communication and problem resolution.
Cloud ComputingInformation TechnologyCloud Data ServicesData CenterIT Management
Responsibilities
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 and Exchange Admin Center
Troubleshoot email delivery issues, calendar delegation, mailbox permissions, and Outlook client connectivity with confidence and urgency
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, guest access, and meeting policies
Support Conditional Access policies, Multi-Factor Authentication (MFA) enrollment, and Entra ID security defaults 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, client communication, and resolution details
Own your ticket queue—respond to new tickets promptly, keep clients updated proactively, and escalate to Level 2 when an issue exceeds your scope with clear context on what you've already tried
Monitor and respond to alerts from NinjaOne RMM, taking proactive action on endpoint health, patching status, and service disruptions before clients are impacted
Understand the fundamentals of Active Directory (user accounts, group memberships, password resets, OU structure) and how it integrates with Entra ID via Azure AD Connect
Support basic hybrid scenarios such as password sync issues, account provisioning, and group membership changes that flow between on-premises AD and Microsoft 365
Escalate complex hybrid identity, Azure, or infrastructure issues to Level 2 with proper documentation
Communicate with clients clearly and promptly—explain issues in plain language, set realistic expectations, and follow up without being asked
Follow established SOPs and runbooks while also identifying opportunities for improvement and contributing ideas for efficiency
Leverage AI tools and prompt engineering to enrich ticket documentation, automate repetitive tasks, and deliver faster resolutions
Qualification
Required
3+ years of experience in technical support or helpdesk roles (MSP experience strongly preferred)
2+ years of experience administering Microsoft 365 environments at scale (Exchange, SharePoint, Intune, Teams)
Hands-on experience with Microsoft Azure, including hybrid integrations with on-premises Active Directory and infrastructure
Strong troubleshooting skills with Windows Server and Active Directory (group policy, DNS, identity management)
Familiarity with RMM, PSA, and monitoring tools such as NinjaOne, HaloPSA, and Auvik
Networking knowledge across Cisco, Meraki, Fortinet, and Ubiquiti platforms
Solid troubleshooting experience across operating systems, applications, networks, and security tools
Ability to communicate clearly with both technical and non-technical users, translating complex issues into plain language
Strong organizational skills with the ability to context switch across multiple client environments while maintaining accuracy
Proven ability to work effectively in a fully remote team, balancing independence with collaboration
Participation in the on-call rotation is required (approximately once every 5-6 weeks)
Professional, client-first attitude with the ability to reassure and support customers during stressful situations
Strong documentation and knowledge-sharing habits, ensuring continuity across the team
Adaptability to learn new technologies quickly and embrace innovative approaches (including AI)
Attention to detail with a focus on quality and consistency over quantity
Benefits
401(k) with company match
Health Insurance: 99% company-paid for employees and 99% for dependents on the standard plan
Dental Insurance: 99% company-paid for employees, 50% for dependents
Vision Insurance: 99% company-paid for employees, 50% for dependents
Short-term & Long-term Disability Insurance
FSA with employer contribution
Fully remote role (U.S.)
Generous PTO, sick time, floating holidays, and scheduled holidays
Reimbursement for business expenses (e.g., mileage, mobile phone, etc.)
Strong team collaboration, and a culture that values excellence, transparency, and client success
Company
Layer27
Layer27 is a cloud-centric services and data center company.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Travis Sutton
Data Center Architect, Partner
Company data provided by crunchbase