Layer27, LLC: Level 2 HelpDesk Support Technician

Salary: Not specified.

Location: Remote (US).

Are you an experienced IT professional looking for a new challenge? Layer27, a leading IT Managed Services Provider, is seeking a Level 2 HelpDesk Support Technician to join their team. This is a remote role that offers the opportunity to work with a diverse range of clients and technologies, making it ideal for someone who enjoys troubleshooting complex issues and delivering exceptional customer experiences.

About the Company:

Layer27 is a rapidly growing company based in Durham, North Carolina, with a mission to provide proactive, secure, and reliable IT services to healthcare, financial, and SMB clients across North Carolina and beyond. They take a security-first, cloud-focused approach, leveraging AI-powered automation to improve service delivery. With a strong focus on client success and a collaborative culture, Layer27 offers an exciting and supportive environment for its employees to grow and thrive.

Key Responsibilities:

• Provide remote support for end-user, server, network, and Microsoft 365 environments, handling both Level 1 and Level 2 tickets.
• Manage tickets and service requests through HaloPSA, maintaining detailed documentation of all work and client communication.
• Monitor and remediate alerts from NinjaOne RMM and Auvik, ensuring proactive action before issues escalate.
• Troubleshoot and support Microsoft 365 services (Exchange Online, Intune, SharePoint, Teams, OneDrive) with confidence.
• Assist in supporting Microsoft Azure environments including hybrid deployments that connect on-premises Active Directory, applications, and file services to the cloud.
• Troubleshoot servers, storage, and virtualization systems, performing patching, upgrades, and remote maintenance.
• Support client networks, including Cisco, Meraki, Fortinet, and Ubiquiti devices, ensuring connectivity, security, and performance.
• Communicate effectively with clients, providing timely updates, explaining issues in plain language, and setting expectations.
• Follow SOPs while also identifying opportunities for process improvement and contributing ideas for efficiency.
• Use AI and prompt engineering to enrich tickets, automate repetitive tasks, and deliver faster, smarter resolutions.

Technologies You'll Work With:

Productivity & Cloud: Microsoft 365 (Exchange, SharePoint, Teams, Intune, OneDrive), Microsoft Azure (Identity, Security, VMs, Hybrid integrations), Google Workspace.

Security & Compliance: Microsoft Defender for Business, Microsoft Security Center, Purview/Defender for Office 365, ThreatLocker Application Control, Conditional Access, MFA, Zero Trust.

Infrastructure & Backup: Windows Server 2019/2022, Active Directory & Azure AD, Veeam Backup & Recovery, Citrix XenApp/XenDesktop (basic support).

Networking: Cisco Enterprise switching/routing, Meraki cloud-managed networking, Fortinet firewalls/APs/switches, Ubiquiti UniFi wireless and switching.

RMM, PSA & Monitoring: NinjaOne RMM, Auvik, HaloPSA.

AI & Automation: AI-driven knowledge retrieval, ticket enrichment, workflow automation, and emerging prompt engineering practices.

Requirements:

To succeed in this role, you should bring both technical expertise and customer-first professionalism. This is a remote position, but you will be part of a highly collaborative team that supports a wide variety of environments and technologies.

Core Requirements:

• 3+ years of experience in technical support or helpdesk roles (MSP experience strongly preferred).
• 2+ years of experience administering Microsoft 365 environments at scale (Exchange, SharePoint, Intune, Teams).
• Hands-on experience with Microsoft Azure, including hybrid integrations with on-premises Active Directory and infrastructure.
• Strong troubleshooting skills with Windows Server and Active Directory (group policy, DNS, identity management).
• Familiarity with RMM, PSA, and monitoring tools such as NinjaOne, HaloPSA, and Auvik.
• Networking knowledge across Cisco, Meraki, Fortinet, and Ubiquiti platforms.
• Solid troubleshooting experience across operating systems, applications, networks, and security tools.
• Ability to communicate clearly with both technical and non-technical users, translating complex issues into plain language.
• Strong organizational skills with the ability to context switch across multiple client environments while maintaining accuracy.
• Proven ability to work effectively in a fully remote team, balancing independence with collaboration.
• Participation in the on-call rotation is required (approximately once every 5-6 weeks).

Soft Skills:

• Professional, client-first attitude with the ability to reassure and support customers during stressful situations.
• Strong documentation and knowledge-sharing habits, ensuring continuity across the team.
• Adaptability to learn new technologies quickly and embrace innovative approaches (including AI).
• Attention to detail with a focus on quality and consistency over quantity.

Benefits:

At Layer27, they value their employees and believe in providing a people-first work environment. Some of the benefits they offer include:

Financial & Health Coverage:

• 401(k) with company match.
• Health Insurance: 99% company-paid for employees and 99% for dependents on the standard plan.
• Dental Insurance: 99% company-paid for employees, 50% for dependents.
• Vision Insurance: 99% company-paid for employees, 50% for dependents.
• Short-term & Long-term Disability Insurance.
• FSA with employer contribution.

Time Off & Flexibility:

• Fully remote role (US).
• Generous PTO, sick time, floating holidays, and scheduled holidays.

Support & Extras:

• Reimbursement for business expenses (e.g., mileage, mobile phone, etc.).
• Strong team collaboration, and a culture that values excellence, transparency, and client success.

To find out more or apply for this role, please use the following link: Apply here