What is your mission?

Endpoint & Email Security

• Sophos Endpoint Protection
• • Perform advanced malware investigation and full remediation
  • Manage policy configurations and exclusions across tenants
  • Conduct root cause analysis for recurring detections
• Sophos Central Email Advanced / Barracuda Spam Filter
• • Configure and tune filtering policies, rules, and exceptions
  • Troubleshoot complex quarantine and delivery issues
  • Perform message trace and header analysis
  • Perform NDR (Non-Delivery Report) troubleshooting and mail flow analysis
  • • Identify delivery failures due to SPF, DKIM, DMARC, or relay misconfigurations
    • Review message traces in M365 and security gateways
    • Coordinate DNS or relay corrections to restore normal flow

• Bitdefender Antivirus
• • Manage deployments and investigate unresolved threats
  • Coordinate with vendor support for false positives or removal tools

RMM & Automation

• ConnectWise RMM / Ninja RMM
• • Design and maintain automation scripts and monitoring policies
  • Troubleshoot agent communication and patch automation failures
  • Audit endpoint compliance and reporting accuracy
• ConnectWise PSA
• • Review escalated tickets for completeness and accuracy
  • Provide technical support to Level 1 staff

Cloud Security & Backup Systems

• SaaS Alerts / Fortify
• • Deploy Fortify configurations for Microsoft 365
  • Investigate alert sources and correlate activity with M365 audit logs
  • Fine-tune detection thresholds to reduce false positives
• Axcient X360 Cloud & Recover
• • Configure new backup policies, retention, and alert thresholds
  • Deep troubleshooting for chain corruption or repeated backup failures
  • Perform recovery testing and coordinate with vendor support as needed

Microsoft 365 / Azure

• After clearance from the service manager, Configure tenant-level settings, security, and retention policies
• Troubleshoot synchronization, authentication, and mail flow issues
• Manage advanced SharePoint and OneDrive permissions
• Handle complex licensing, hybrid identity, and app integration issues

Network & VPN

• Configure and manage SonicWall VPN user groups, routes, and profiles
• Troubleshoot advanced connection issues, reliability problems, and certificate-based VPNs
• Coordinate firmware upgrades and policy updates

Windows & Applications

• Perform advanced troubleshooting of Windows 11 OS and driver dependencies
• Deploy automated patching and compliance policies through RMM
• Resolve advanced Microsoft Office issues (PST corruption, plugin conflicts, indexing errors)
• Provide vendor coordination for line-of-business application issues

Example Issues Level 2 Should Fully Resolve

• “Users are receiving NDRs when emailing external domains.”
• “Mail is being delayed or rejected between Sophos and Microsoft 365.”
• “Recurring Axcient backup failures across multiple Servers.”
• “Sophos keeps detecting the same malware on multiple systems.”
• “SharePoint permissions are broken after migration.”
• “VPN connections drop across several users simultaneously.”

Who are we looking for?

• Cloud-Managed Antivirus – Hands-on experience with at least one cloud-managed endpoint protection platform.
• Cloud-Managed Spam Filter – Experience in configuring and managing quarantine and policies in a hosted email security system.
•  RMM Platform – Daily use of a Remote Monitoring and Management system for monitoring alerts and remote support.
• PSA / Ticketing System – Experience documenting work, updating ticket notes, and tracking time in a Professional Services Automation tool.
•  Microsoft 365 Experience – User-level administration including password resets, license assignments, OneDrive and SharePoint setup, and Outlook troubleshooting.
• Cloud Backup System – Experience supporting a cloud-managed backup or disaster-recovery platform.
• Windows Operating Systems – Strong working knowledge of Windows operating systems installation, patching, and user-profile troubleshooting.
• VPN Client Support – Experience installing and troubleshooting end-user VPN software.
• Microsoft 365 Certification & Expertise – Holds a current Microsoft 365 certification (e.g., MS-102, AZ-104) or demonstrates advanced administration of Exchange Online, SharePoint, Teams, and Entra ID (Azure AD).
• Mail-Flow & NDR Troubleshooting – Proven ability to analyze Non-Delivery Reports, headers, and message traces in Microsoft 365 and Cloud-Managed Spam Filter.
• Advanced RMM & Automation – Skilled in leveraging RMM systems to identify recurring issues and implement scripts or policies to automate resolution.
• Cloud Backup Administration – Deep understanding of backup job monitoring, failure recovery, and agent configuration in cloud backup systems.
• Endpoint & Network Security Knowledge – Familiar with VPN authentication, firewall interaction, and multi-factor authentication integrations.
• Trend Analysis – Demonstrated ability to identify ticket trends, propose process or automation improvements, and prevent repeat incidents.
• Mentors Level 1 technicians and supports proper escalation flow.
• Owns complex issues through to resolution with minimal supervision.
• Proactively seeks efficiency and automation opportunities within tools and processes.
• Consistently documents tickets with clear, concise, and complete notes, knowing the difference between internal and client-facing notes