IT Helpdesk Tier 2

Work Arrangement: This role will begin as a remote position and transition to a fully in-office role (based in Phoenix, AZ) once our local team is established. As we continue to grow, we’re building a collaborative on-site environment where our team can work closely together.

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, focusing on both technical excellence and building strong client relationships. We are actively seeking experienced IT Technicians (Level 2/3) who are passionate about technology, skilled in Microsoft 365 administration, and eager to work in a collaborative, fast-paced environment.

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 Level 2/3 IT Helpdesk 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

Requirements

• 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.
• EST Schedule: This role will operate from 9:00 AM - 6:00 PM EST

Benefits

• 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