IT Helpdesk Tier 3

About Us:

CubX is a rapidly growing Managed Service Provider (MSP) redefining how businesses experience IT. We design secure, cloud-based environments for multi-site and enterprise organizations — blending deep technical expertise with a personal, proactive approach.

We’re seeking a Tier 3 IT Technician / Systems Engineer — a senior-level engineer who leads advanced IT projects, handles escalations from Tier 1 and Tier 2 teams, and plays a key role in client environment design and migrations. This role requires strong technical depth, excellent communication, and the ability to take ownership from start to finish.

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.
• Collaborative Culture: Work alongside a sharp, motivated team that values initiative and creative problem-solving.
• 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:

• Escalation & Advanced Troubleshooting: Handle escalations from Tier 1 and Tier 2 engineers for complex Microsoft 365, Azure, Intune, and network issues. Perform root-cause analysis and implement permanent resolutions.
• Project Implementation & Migration: Lead or co-lead client migrations including Microsoft 365 tenant setups, email and data migrations, SharePoint and OneDrive transitions, Intune and Autopilot rollouts, and network upgrades.
• Manage Your Workload: Stay organized and on top of tasks to ensure timely completion.
• Cloud & Identity Management: Manage Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive) and Azure AD configurations including Conditional Access, device compliance, and identity protection.
• Networking & Infrastructure: Configure, Design, and maintain firewalls, VLANs, VPNs, and Wi-Fi networks using SonicWall, Meraki, and Unifi, FortiGate, Cisco, and troubleshoot complex DNS, DHCP, and connectivity issues across multi-site environments.
• Endpoint & Security Management: Architect Intune profiles, compliance policies, Autopilot provisioning, and Defender for Endpoint deployments. Maintain system security through Microsoft 365 Security & Compliance Centers.
• Azure Administration: Assist with tasks related to Azure Active Directory (Azure AD), Virtual Machines, Azure Networking, and cloud-based resource management
• Server & File System Knowledge (Migration-Focused) Leverage strong understanding of Windows Server environments (2016/2019/2022) to support data and identity migrations into modern cloud-based solutions. Perform Active Directory cleanup, GPO rationalization, and DNS validation during tenant or domain transitions. Migrate on-premises file shares to SharePoint and OneDrive, ensuring correct permissions, folder structure, and access continuity. Identify and decommission legacy infrastructure as part of the move toward fully managed, cloud-first environments. Automation & Scripting: Utilize PowerShell and automation tools to streamline provisioning, reporting, and system maintenance. Develop and document reusable scripts to support repeatable processes.
• Security & Compliance: Configure SPF, DKIM, and DMARC. Strengthen endpoint protection and ensure compliance with CubX and client security standards.
• Documentation & Mentorship: Maintain detailed documentation for tickets, projects, and configurations. Mentor Tier 1/2 staff, review their work, and help establish standardized procedures.
• Virtualization & Cloud Services (Migration-Focused): Support and guide migrations of on-prem workloads into Azure, leveraging knowledge of virtual machines, networking, and storage. Assist with Hyper-V or VMware transitions during modernization projects and advise on architecture, performance, and cost optimization in cloud environments.
• Hardware & Software Support (Advanced): Provide advanced diagnostics and remediation for desktops, laptops, and peripheral devices across mixed environments. Perform deep system analysis to resolve hardware or OS-level issues, optimize endpoint performance, and ensure compatibility during migrations or policy rollouts. Oversee large-scale software deployments, patch automation, and driver management through Intune and scripting to maintain secure, reliable device fleets..
• Build Client Relationships : Maintain a helpful, friendly demeanor while assisting clients.
• Business Solutions & Workflow Optimization: Analyze and resolve client technology challenges that impact business operations — identifying inefficiencies, recommending software or process improvements, and designing solutions that align technology with organizational workflows.
• Ticket Management & Documentation: Maintain accurate service tickets, document solutions, and ensure timely communication with clients using ITSM tools
• After-Hours Escalation: Serve as a senior escalation contact for critical issues when needed.
• Client Training & Education: Provide guidance and training to clients on best practices, system usage, and IT security measures.
• Proactive Improvement: Identify recurring pain points, propose system enhancements, and contribute to CubX’s continuous improvement culture.

Requirements

• Qualifications
• Bachelor’s degree in Information Technology or equivalent hands-on experience.
• Minimum 5 years’ experience in an MSP or similar environment.
• Minimum 3 years’ experience handling Tier 3 or escalation-level responsibilities.
• Expert knowledge of Microsoft 365 , Azure AD , Intune , and endpoint management.
• Strong background in network configuration and troubleshooting (VLANs, VPNs, Wi-Fi, firewalls).
• Skilled in PowerShell scripting and automation.
• Familiarity with Windows Server and Active Directory (for troubleshooting, not management).
• Excellent written and verbal communication skills with a strong customer service orientation.
• Proven ability to manage multiple projects and deadlines in a fast-paced MSP environment.
• Preferred Certifications
• Microsoft Certified: Cybersecurity Architect Expert (SC-100)
• Microsoft Certified: Enterprise Administrator Expert (MS-102)
• Microsoft Certified: Intune Administrator (MD-102)
• CompTIA Security+ / CySA+ or Cisco CCNP / Fortinet NSE 4+

Benefits

• Competitive pay with performance-based growth opportunities
• Paid time off and company holidays
• Health, dental, and vision insurance with HSA and FSA options
• 401(k) retirement plan with company match
• On-site gym promoting employee wellness
• Modern, collaborative office environment designed for productivity
• Ongoing training and professional development programs
• Access to cutting-edge technology and real-world project experience
• Team events and employee appreciation initiatives
• Strong company culture centered on innovation, teamwork, and growth