Provide Level 2 technical support for SME clients in a managed service provider environment. Diagnose and resolve Windows, Microsoft 365, Active Directory, Intune, Entra ID, Azure, networking, firewall, and VPN issues. Own support tickets, perform patching and preventative maintenance, support migrations and onboarding projects, maintain documentation, and communicate directly with customers. The role includes occasional client-site visits and requires independent work in an office-based team.

Manage a portfolio of MSP business clients, build long-term relationships, run service meetings, identify technical risks, coordinate technical teams, communicate service issues, support IT planning, retain contracts, and identify appropriate additional service opportunities. The role requires credible technical understanding across Microsoft 365, cloud, cybersecurity, networking, infrastructure, and IT support without requiring hands-on engineering.