Service Desk Technician Level 2; MSP | Azure

We are a New York City-based Managed Services Provider hiring a Service Desk Technician Level 2 to support client environments across financial services, legal, and other professional services industries.

This role is ideal for someone with MSP experience who has moved beyond basic help desk support and is ready to take ownership of more technical tickets involving Windows, Microsoft 365, Azure, user access, applications, and endpoint troubleshooting. You will work directly with clients in high-touch environments where communication, documentation, and follow-through are just as important as technical ability.

Responsibilities

• Troubleshoot Windows workstations, applications, user access, endpoint issues, and connectivity problems
• Support Microsoft 365 and Azure-related user administration tasks
• Prepare for and complete onsite client appointments with strong professionalism and follow-through
• Manage tickets from start to finish while following internal service standards and documentation expectations
• Identify issues that require escalation and coordinate clean handoffs to remote or senior technical teams
• Communicate clearly with clients and keep them updated throughout the support process
• Document troubleshooting steps, time entries, resolutions, and client environment updates accurately
• Support high-touch clients in financial services, legal, and professional services environments

Required Experience

• Experience working for a Managed Service Provider
• 2+ years of IT support, service desk, desktop support, or client services experience
• Experience with Microsoft 365 administration and user support
• Exposure to Azure, Entra , user permissions, or cloud-based identity management
• Experience supporting end users, applications, connectivity, and endpoint issues
• Strong ticket documentation, time entry, and follow-through habits
• Excellent written and verbal communication skills
• Professional, client-focused approach in high-touch support environments
• Generous PTO
• Health, Dental, and Vision Insurance
• 401(k) Contribution
• Certification Reimbursement
• Clear promotion paths into System Administrator, Network Administrator, and Team Lead