Level 1 HelpDesk Support Technician

About Layer27

Layer27 is a managed IT services and security provider (MSP/MSSP) based in Durham, NC, serving businesses in healthcare, legal, and professional services. We take a security-first, cloud-forward approach to everything we do. Our team leverages AI-powered automation to drive faster resolutions, improve documentation, and eliminate repetitive work. This isn't break-fix IT—we deliver proactive, strategic services that let our clients focus on running their business.

About the Role

We are looking for a Level 1 Help Desk Technician to join our Managed Services team. This role is your first point of contact for our clients—you’ll own the initial support experience and set the tone for how our clients perceive Layer27. Speed, communication, and follow-through matter here.

The ideal candidate has a strong foundation in Microsoft 365 administration—not just end-user support, but real admin-level comfort with Exchange Online, SharePoint, Teams, OneDrive, Entra ID, Conditional Access, and Intune. You should be able to troubleshoot mail flow issues, manage user licensing, configure basic security policies, and support hybrid environments where on-premises Active Directory syncs to the cloud.

As an MSP technician, you will support multiple clients across different industries simultaneously. This requires strong multitasking skills, the ability to context-switch without dropping details, and a genuine commitment to clear, timely communication. If a client reaches out, they should hear back quickly—and they should understand exactly what’s happening with their issue.

Key Responsibilities

Microsoft 365 Administration & Support

• 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.

End-User Support & Ticket Management

• 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.

Hybrid Environment Basics

• 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.

Communication & Process

• 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.

Technologies You’ll Work With

Microsoft 365 & Cloud (Primary Focus)

• Microsoft 365 Admin Center, Exchange Online, SharePoint Online, Microsoft Teams, OneDrive for Business

• Microsoft Intune (device enrollment, compliance, app deployment)

• Entra ID (formerly Azure AD): user management, Conditional Access, MFA, security defaults

• Microsoft Defender for Business, Defender for Office 365, Microsoft Purview basics

Identity & Hybrid Infrastructure

• Active Directory fundamentals (user/group management, GPO awareness, password administration)

• Azure AD Connect / Entra Connect Sync (basic understanding of hybrid identity sync)

• Windows Server 2019/2022 (basic familiarity for escalation context)

Security & Compliance

• ThreatLocker Application Control

• Conditional Access policies and Zero Trust principles

• MFA administration and troubleshooting

Tools & Platforms

• HaloPSA (ticketing, time tracking, client communication)

• NinjaOne RMM (remote access, scripting, endpoint monitoring)

• Auvik (network monitoring awareness for alert triage)

• AI-driven knowledge retrieval and ticket enrichment tools

Requirements

To succeed in this role, you should bring both technical expertise and customer-first professionalism. This is a remote position, but you will be part of a highly collaborative team that supports a wide variety of environments and technologies.

Core Requirements:

• 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).

Soft Skills:

• 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

At Layer27, we design our benefits to be people-first and standout—so you can do great work and live well.

Financial & Health Coverage

• 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

Time Off & Flexibility

• Fully remote role (U.S.)
• Generous PTO, sick time, floating holidays, and scheduled holidays

Support & Extras

• Reimbursement for business expenses (e.g., mileage, mobile phone, etc.)
• Strong team collaboration, and a culture that values excellence, transparency, and client success