You're the person clients reach when the issue is beyond basic. You own escalations, drive problems to resolution, and communicate clearly with non-technical stakeholders throughout. You work across a consistent client base — the same firms, the same environments — so you build real context over time, not just ticket counts.
This is a hybrid role based in Indianapolis. We work in the office Monday through Thursday with Fridays from home. Occasional on-site visits to Indianapolis-area clients are part of the job.
Responsibilities
Escalation & Resolution
- Resolve escalated tickets across networking, endpoints, Microsoft 365, Google Workspace, Windows, and macOS
- Manage and maintain client environments — patching, monitoring, and remediation via RMM tooling
- Identify recurring issues and flag them for process improvement or proactive remediation
Client Engagement
- Communicate directly with client contacts — COOs, Office Managers, project leads — with professionalism and clarity
- Support onboarding of new clients through the LIFT Framework
Documentation & Standards
- Document issues, resolutions, and environment changes clearly in the PSA
- Perform security-related tasks: MFA enforcement, endpoint policy, DNS filtering, identity management
Qualifications
- 3–5 years in an IT support environment; MSP experience strongly preferred but not required
- Hands-on Microsoft 365 administration experience — this is the core of most client environments
- Deep working knowledge of Windows endpoint management
- Working knowledge of Google Workspace administration
- Comfortable supporting macOS endpoints alongside Windows
- Strong understanding of TCP/IP networking fundamentals
- Familiarity with security tooling — EDR, DNS filtering, MFA, password management
- Clear written and verbal communication — you'll interact directly with client stakeholders, not just internal teams
- Able to manage your own queue and prioritize effectively with minimal supervision
- MD-102, MS-102, CompTIA Network+, or Security+ a plus
