What are the responsibilities and job description for the IT Helpdesk Tier 2 position at CubX Inc.?
About Us:
CubX is a rapidly growing Managed Service Provider (MSP) dedicated to simplifying IT solutions for a variety of business types and sizes. We deliver exceptional IT services, with a strong focus on technical excellence, networking, and building long-lasting client relationships. We are actively seeking an Help Desk Technician II (Level 2) who is passionate about technology, experienced in Microsoft 365, Azure AD, Intune, networking, and cloud-first environments, and thrives in a collaborative, fast-paced MSP setting
Why CubX?
At CubX, we believe our clients are more than just tickets—they're our friends. We're committed to providing top-notch service with a personal touch. We like to take a creative approach, think outside the box, and get ahead of issue before they arise. We also believe in providing a balanced environment, with benefits that include:
- Competitive Salary & Comprehensive Benefits Package: Health, dental, vision, 401(k), and PTO.
- Professional Development: Access to training and certification programs to grow your skills in areas like Microsoft 365, Azure, and networking.
- Fun & Inclusive Company Culture: Team events, social activities, onsite gym for physical wellness, and a supportive work environment that values your ideas and input.
What you'll be doing:
- Helpdesk Support: Provide IT Support Specialist II support and respond to client issues, ensuring efficient resolution for Windows, macOS, and mobile devices (iOS/Android)
- Manage Your Workload: Stay organized and on top of tasks to ensure timely completion.
- Office 365 Administration: Manage and configure Microsoft 365 applications, including Exchange Online, SharePoint, Teams, Security & Compliance Centers, and OneDrive
- Networking Management & Troubleshooting: Configure and troubleshoot network protocols like DNS, DHCP, VLANs, VPNs, and firewall rules using platforms like SonicWall, Meraki, and Unifi.
- Endpoint Management: Utilize Microsoft Intune for device management, policy enforcement, and Windows Autopilot for device provisioning.
- Azure Administration: Assist with tasks related to Azure Active Directory (Azure AD), Virtual Machines, Azure Networking, and cloud-based resource management
- Email Security: Configure SPF, DKIM, DMARC, and other email security settings for safe and reliable email delivery across the client’s domain.
- Hardware & Software Support: Troubleshoot and resolve PCs, laptops, printers, and other peripheral devices; provide support for software installations, patch management, and driver updates.
- Build Client Relationships: Maintain a helpful, friendly demeanor while assisting clients.
- Ticket Management & Documentation: Maintain accurate service tickets, document solutions, and ensure timely communication with clients using ITSM tools
- Project Assistance: Participate in various IT projects, including on-site hardware installations, network setups, software migrations, and cloud services deployment
- After-Hours Support: Occasionally participate in on-call support to resolve urgent issues.
- Client Training & Education: Provide guidance and training to clients on best practices, system usage, and IT security measures.
- Proactively Identify Issues: Take the initiative to spot and fix potential problems before they escala
- MSP Experience: A familiarity with the variety and size of clientele that comes along with working within an MSP.
- Office 365 Proficiency: Advanced skills in Office 365 Administration, with a deep understanding of Exchange Online, Teams, and SharePoint.
- Networking Skills: Experience in network configurations, routing, switching, firewall settings, TCP/IP, and remote access/VPNs.
- Email Security: Configuration and management of email security protocols, including SPF, DKIM, and DMARC
- Azure Knowledge: Basic understanding of Azure AD, Virtual Machines, and resource management
- Networking: Intermediate or higher-level networking knowledge, including DNS, DHCP, VPNs, and firewall configurations
- Desktop Support: Troubleshooting Windows and macOS environments, software deployments, and user profile management
- Technical Proficiency: Knowledgeable in Microsoft Intune, Windows Autopilot, Azure AD, and Active Directory (GPOs, user management).
- Troubleshooting Expertise: Proven ability to resolve hardware/software issues, diagnose network problems, and implement IT security solutions.
- Certifications (Preferred): CompTIA A , Network , Security , CCNA, or Microsoft Certified credentials (e.g., MS-100, MS-101).
- Soft Skills: Strong customer service, communication, and problem-solving skills with a friendly demeanor.
- Desire to Learn & Grow: A proactive attitude with the willingness to learn new technologies and improve existing processes.
- Competitive pay with performance-based growth
- Paid time off and company holidays
- Health, dental, and vision insurance options
- 401(k) retirement plan with company match
- On-site gym for employee wellness
- Modern, collaborative office environment
- Ongoing training and professional development
- Opportunity to work with cutting-edge technology
- Team events and employee appreciation initiatives
- Strong company culture focused on innovation and teamwork