Mid-Level IT Support Technician (Remote - USA)

We’re looking for a Mid-Level IT Support Technician to join our clients growing Managed Service Provider (MSP) team. You’ll play a key role in keeping our clients’ systems secure, reliable, and performing at their best—while working alongside a collaborative, security‑focused technical team. Responsibilities: Provide day-to-day remote and onsite IT support across multiple client environments. Administer and support Microsoft 365 services, including Exchange Online, Entra ID, Conditional Access, and security policies. Manage and troubleshoot email flow, spam filtering, and security incidents such as phishing and compromised accounts. Support and maintain Windows 10/11 desktops and Windows Server environments. Work with on‑premise and hybrid infrastructure, including Active Directory, Azure AD Connect, and Group Policy. Support virtualization platforms (Hyper‑V), including basic VM management and troubleshooting. Configure and troubleshoot networking and security devices (Fortinet, SonicWall, UniFi), including firewalls, VPNs, and VLANs. Troubleshoot hardware, software, and connectivity issues across diverse client setups. Assist with user onboarding/offboarding, permissions management, and device provisioning. Monitor systems, backups, alerts, and overall client health using RMM tools. Maintain clear and accurate documentation for client environments and procedures. Collaborate with the team on security improvements and infrastructure upgrades. Requirements 3–5 years’ experience in IT support (MSP experience highly advantageous). Strong hands-on experience with Microsoft 365, especially Exchange Online and Entra ID. Familiarity with Azure, including basic administration, virtual machines, and networking concepts. Experience supporting Windows 10/11 and Windows Server environments. Solid working knowledge of Active Directory, Group Policy, and hybrid identity solutions. Experience with Hyper‑V or similar virtualization platforms. Hands-on experience with firewalls and networking (Fortinet, SonicWall, UniFi preferred). A strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs). Excellent troubleshooting and problem‑solving skills. A good grasp of cybersecurity best practices, including MFA, Conditional Access, and endpoint security. Reliable high-speed internet connection. A computer or laptop suitable for professional remote support. Availability to work 3:00 PM – 12:00 AM (South African time).