IT HelpDesk Tier 2 - AZ

CubX•Phoenix, AZ

1d•Hybrid

About The Position

CubX Inc. is a managed service provider delivering modern, secure IT services and support to business clients nationwide. The IT Support Engineer (Tier 2) provides day-to-day technical support and contributes to strategic IT projects for clients. The role starts remotely and transitions to fully in-office in Phoenix, Arizona, once the local team is established. The position supports Windows, macOS, iOS, and Android devices; administers Microsoft 365 services; troubleshoots networking and endpoint issues; and assists with Azure administration. It also involves ticket and documentation management, client communications and training, IT project participation, proactive issue remediation, and occasional after-hours or on-call support. The role may require approximately 15% travel for client site visits or projects.

Requirements

At least 2 years of experience in an MSP or Level 2 helpdesk environment.
Advanced administration experience with Microsoft 365, including Exchange Online, SharePoint, Teams, OneDrive, and Security & Compliance.
Hands-on networking troubleshooting and configuration experience with DNS, DHCP, VLANs, VPNs, firewall rules, and network hardware such as Cisco, SonicWall, Ubiquiti UniFi, Meraki, or Palo Alto.
Experience configuring and troubleshooting Windows and macOS endpoints.
Experience configuring email authentication and security records, including SPF, DKIM, and DMARC.
Hands-on hardware and software support experience with PCs, laptops, printers, peripherals, software installs, patch management, and driver updates.
Experience using at least one ticketing or ITSM system.
Experience in a customer-facing IT support role communicating directly with business clients.
Authorized to work in the United States.
Available for after-hours/on-call support.

Nice To Haves

Experience participating in IT projects, including hardware installations, network setups, software migrations, and cloud service deployments.
Bachelor’s degree in Computer Science or a closely related field.
Experience supporting iOS and Android devices.
Experience using Microsoft Intune and Windows Autopilot for endpoint management and device provisioning.
Basic Azure administration knowledge, including Azure AD, virtual machines, networking, and resource management.
Basic to intermediate PowerShell scripting and automation experience.
Experience providing end-user or client training on IT tools or security best practices.
At least one relevant certification, such as CompTIA A+, Network+, Security+, CCNA, or Microsoft certifications such as MS-100, MS-101, or MS-102.
Experience with advanced Microsoft Entra ID (Azure AD) features, including Conditional Access policies.
Willingness and ability to travel approximately 15% for client site visits or projects.

Responsibilities

Provide Level 2/3 helpdesk support for Windows, macOS, iOS, and Android devices.
Administer Microsoft 365 environments, including Exchange Online, SharePoint, Teams, OneDrive, and Security & Compliance features.
Configure and troubleshoot DNS, DHCP, VLANs, VPNs, and firewall rules across platforms such as SonicWall, Meraki, and Ubiquiti UniFi.
Manage endpoints using Microsoft Intune and Windows Autopilot.
Assist with Azure administration, including Azure AD, virtual machines, networking, and resource management.
Configure SPF, DKIM, and DMARC email security protocols.
Troubleshoot hardware and software issues involving PCs, laptops, printers, peripherals, software installations, patch management, and driver updates.
Maintain tickets, documentation, and client communications using ITSM tools.
Participate in IT projects such as installations, network setups, migrations, and cloud deployments.
Provide occasional after-hours/on-call support as needed.
Deliver client training on IT best practices and security awareness.
Proactively identify and remediate technical issues to enhance client satisfaction.