Level 2 HelpDesk Support Technician

Layer27, LLC•Durham, NC

2d•Remote

About The Position

Layer27 is a leading IT Managed Services Provider specializing in cybersecurity, cloud, and infrastructure solutions for healthcare, financial, and SMB clients across North Carolina and beyond. Our mission is simple: deliver proactive, secure, and reliable IT services that empower our clients to focus on what matters most—their business. We are seeking a Level 2 Help Desk Technician to join our Managed Services team. This role is ideal for an experienced IT professional who enjoys working across diverse environments, troubleshooting complex issues, and delivering excellent client experiences. Unlike traditional in-house IT roles, this position supports multiple clients in parallel across industries, requiring strong multitasking skills and the ability to switch contexts seamlessly while maintaining accuracy and professionalism. As a Level 2 Help Desk Technician, you’ll be responsible for resolving both day-to-day support tickets (Level 1) as well as more complex escalated issues (Level 2). You will also play a critical role in supporting hybrid environments, bridging on-premises infrastructure such as Active Directory and file servers with Microsoft Azure and Microsoft 365. Layer27 is not a “break-fix” MSP. We use a security-first, cloud-focused approach and leverage AI-powered automation to drive faster resolutions, improve documentation, and streamline repetitive tasks. This means you’ll not only troubleshoot issues but also help us continuously improve how we deliver service.

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).
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.

Responsibilities

Provide remote support for end-user, server, network, and Microsoft 365 environments, handling both Level 1 and Level 2 tickets.
Manage tickets and service requests through HaloPSA, maintaining detailed documentation of all work and client communication.
Monitor and remediate alerts from NinjaOne RMM and Auvik, ensuring proactive action before issues escalate.
Troubleshoot and support Microsoft 365 services (Exchange Online, Intune, SharePoint, Teams, OneDrive) with confidence.
Assist in supporting Microsoft Azure environments including hybrid deployments that connect on-premises Active Directory, applications, and file services to the cloud.
Troubleshoot servers, storage, and virtualization systems, performing patching, upgrades, and remote maintenance.
Support client networks, including Cisco, Meraki, Fortinet, and Ubiquiti devices, ensuring connectivity, security, and performance.
Communicate effectively with clients, providing timely updates, explaining issues in plain language, and setting expectations.
Follow SOPs while also identifying opportunities for process improvement and contributing ideas for efficiency.
Use AI and prompt engineering to enrich tickets, automate repetitive tasks, and deliver faster, smarter resolutions.

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