Key Responsibilities
• Communicate effectively with clients to understand their technology needs and provide tailored recommendations.
• Lead the implementation, configuration, and ongoing support of email and web security platforms including INKY, Proofpoint, Cisco Umbrella, and Mimecast.
• Troubleshoot complex technical issues and perform thorough Root Cause Analysis (RCA), especially in areas related to email filtering, phishing protection, and secure web access.
• Solve complex technical problems and support junior team members through mentorship and knowledge sharing.
• Work within a ticketing system, ensuring timely and high-quality updates to clients and internal teams.
• Lead system deployments independently or collaboratively with team members.
• Document all completed work and train support staff on client-specific systems and configurations, including security platform usage and incident response procedures.
Key Competencies
• Self-starter with the ability to resolve issues end-to-end with minimal supervision, including RCA and actionable recommendations.
• Proven hands-on experience with desktop support; comfortable handling escalations for advanced desktop issues.
• Demonstrated experience in configuring and supporting email and web security platforms such as INKY, Proofpoint, Umbrella, and Mimecast.
• Ability to analyze and respond to email threats, phishing attempts, and web filtering issues using the above platforms.
• Excellent communication skills in both writing and speaking; confident when working with clients, internal teams, and external vendors.
• Willingness to participate in on-call rotations and respond to escalations from systems engineers and team leads.
• Flexibility to work extended hours or weekends for client implementations, upgrades, or critical projects.
• Strong team collaboration skills; expected to share knowledge and work transparently with peers.
• Capable of producing detailed technical documentation for new processes, implementations, and project work.
Qualifications
Required:
• B.S./B.A. degree or equivalent relevant experience.
• Minimum 5 years of IT support experience, including time spent in a Managed Service Provider (MSP) environment handling diverse technical challenges across different client setups.
• Expert-level knowledge of Microsoft 365: security, administration, deployment, and migration.
• Strong skills in Microsoft Windows, macOS, Microsoft Entra ID, Intune, Exchange, Defender, and endpoint protection.
• Solid understanding of Azure infrastructure: cost optimization, performance, security, and Azure Landing Zones.
• Proficiency in Intune MDM: policy creation, device enrollment, and management.
• SharePoint administration and migration strategy knowledge.
• Experience with DNS, DHCP, Active Directory, and Group Policy.
• Knowledge of email and security tools (Umbrella 365, INKY, Proofpoint) and email protocols (SPF, DMARC, DKIM).
• Skilled in patching, software packaging, and modern device setup methods.
Preferred:
• Experience in regulated environments (SOC2, HIPAA, HiTrust).
• Automation experience with tools like Chef, Puppet, Ansible, or Salt.
• Microsoft Azure certifications.
