MSP Support/Helpdesk

Role Title:
 
MSP Support/Helpdesk (L1, L2, L3)
ECLARO:
A quick Summary

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

JOB DESCRIPTION — L1 HELP DESK SUPPORT
Job Title:
L1 Help Desk Support

Shift:
24/7 rotating shifts

Reports To:
Service Delivery Manager / IT Operations

About the Role
The L1 Help Desk Support team member will be responsible for providing first-line technical assistance to end users across multiple managed services clients. This role requires strong customer service skills, timely issue resolution, and adherence to defined response SLAs.

Responsibilities

• Serve as the first point of contact for technical support requests via phone, email, and ticketing system
• Perform initial triage, troubleshooting, and documentation of incidents
• Resolve common user issues including:
• Password resets
• Account lockouts
• Basic O365 administration
• Workstation/applications troubleshooting
• VPN and connectivity issues
• Properly escalate tickets to L2/L3 teams based on severity and complexity
• Update ticket notes, maintain detailed documentation, and follow escalation workflows
• Monitor alerts coming from RMM/monitoring tools (e.g., NinjaOne, LogicMonitor)
• Communicate clearly with both internal teams and end users
• Meet response SLA of
  15 minutes
  per ticket

Qualifications

• 1-2 years of experience in Service Desk or IT Support
• Strong understanding of Windows OS, Office 365, basic networking
• Familiarity with ticketing systems (ConnectWise, ServiceNow, JIRA, etc.)
• Good verbal and written English communication skills
• Willing to work in
  24/7 shifts
• Certifications are a plus: ITIL, CompTIA A+, Microsoft Fundamentals

JOB DESCRIPTION — L2 SUPPORT ENGINEER
Job Title:
L2 Support Engineer

Setup:
Supporting multiple MSP clients, including enterprise-level environments

About the Role
This is a hands-on technical role for someone who loves solving problems and working across different environments. As an L2 Engineer, you'll handle escalated issues, support cloud/hybrid infrastructures, and collaborate closely with senior engineers for more complex cases.

What You'll Do

• Handle L2 escalations from service desk teams
• Troubleshoot issues related to:
• Azure & M365 administration
• Intune device management
• Windows servers & hybrid AD
• Exchange Online
• Basic firewall and network troubleshooting (e.g., VLAN issues)
• Support client onboarding, device provisioning, patching, and backups
• Monitor and respond to alerts from RMM tools
• Collaborate with L3 engineers on root-cause analysis and complex fixes
• Ensure tickets are logged clearly and closed within expected timelines

What We're Looking For

• 3-5 years of IT Support or Systems Administration experience
• Prior MSP experience
  preferred
• Working knowledge of Azure AD/Entra, Intune, Exchange, and hybrid environments
• Hands-on skills in networking (switches, routers, firewalls—basic configs)
• Experience with backup tools (Veeam, Acronis, Datto)
• A proactive mindset — someone who digs deeper instead of just escalating

Nice-to-Have

• AZ-900, MS-102, or related Microsoft certifications
• Experience in SonicWall, Meraki, Fortinet, Aruba devices
• Familiarity with NinjaOne or LogicMonitor

JOB DESCRIPTION — L3 SUPPORT ENGINEER
Job Title:
L3 Support Engineer (senior-level escalations)

Environment:
Supporting 30+ managed services customers

Role Overview
This is an advanced technical engineering role responsible for deep-level troubleshooting, cloud architecture support, infrastructure configuration, and overseeing escalations across multiple MSP clients. Candidates must have hands-on experience supporting Azure, hybrid AD, Intune, AVD, and firewall/network environments.

Key Responsibilities

• Lead technical escalations from L1/L2 teams
• Administer and troubleshoot
  Azure cloud & hybrid environments
• Configure and maintain:
• Azure AD / Entra
• Intune MDM & compliance policies
• Exchange Online (including migrations)
• Conditional Access & MFA
• RBAC role assignments
• Certificate lifecycle management
• Deploy, configure, and troubleshoot
  AVD environments
• Configure and troubleshoot:
• Meraki
• Aruba
• Fortinet
• SonicWall
• VLAN creation & segmentation
• Oversee backup and DR tools (Veeam, Acronis, Datto)
• Optimize RMM tools (NinjaOne, LogicMonitor)
• Ensure adherence to
  15-minute response SLA
• Provide guidance, training, and review for L1/L2 engineers

Requirements

• 5-8+ years IT infrastructure experience with at least 2 years at MSP level
• Deep experience with Azure, Intune, hybrid identity, Exchange
• Strong networking/firewall experience
• Ability to manage multiple clients and shifting priorities
• Excellent technical documentation and troubleshooting methodology
• Certifications preferred: AZ-104, MS-102, AZ-305, CCNA, Fortinet NSE