IT Technician

Next Perimeter is a leading cloud-first cybersecurity provider specializing in zero trust architecture and protection against modern-day threats, whether in-office or remote. We leverage cutting-edge technologies like Intune, Windows, and Microsoft 365 to deliver security and optimization settings to devices, ensuring a modern desktop experience for our clients.

As a Help Desk Technician II, you will play a critical role in resolving complex technical issues, mentoring junior technicians, and improving support processes across our service delivery operations. This role is ideal for someone who combines strong technical problem-solving skills with a proactive, collaborative mindset and excellent customer communication.

Key Responsibilities:

In this role, you'll use your advanced technical expertise to diagnose and resolve escalated or complex issues across various platforms, applying both analytical thinking and creative problem-solving strategies. You'll investigate the root causes of recurring incidents using structured diagnostic methodologies and tools, and document your findings with actionable recommendations to prevent future occurrences. You will manage the entire lifecycle of support incidents, ensuring timely responses, clear communication with stakeholders, and adherence to SLA targets. As an escalation point, you'll guide junior technicians through the resolution process and collaborate with other departments to implement permanent solutions and improve processes. You'll also play a key role in identifying inefficiencies in workflows and recommending enhancements to elevate service delivery, productivity, and client satisfaction.

Regular collaboration with cross-functional teams will help align support efforts with broader company goals. Your ability to communicate clearly and empathetically with clients will ensure transparency and satisfaction, while your thorough documentation will contribute to internal knowledge bases and support trend analysis. Lastly, you'll mentor lower-tier technicians and champion a culture of continuous learning and process improvement within the team.

Qualifications:

The ideal candidate will have at least 2 years of experience in a help desk or technical support role, preferably within an MSP environment. You should be highly proficient in troubleshooting across Windows, macOS, and Microsoft 365 environments, and familiar with RMM and PSA tools such as NinjaOne and HaloPSA. Strong analytical and critical thinking skills are essential, as is the ability to work effectively under pressure. You should have experience documenting technical processes and contributing to knowledge management resources. Clear and professional written and verbal communication is required, along with a demonstrated sense of ownership, accountability, and a commitment to delivering excellent customer service.

What We Offer:

We offer a comprehensive benefits package that includes medical, dental, and vision insurance, as well as a 401(k) plan to help you plan for the future. You'll enjoy unlimited vacation, sick leave, and access to our Employee Assistance Program to support your well-being. We also provide parental leave, professional development assistance to help you grow in your career and a referral program to reward you for helping us find great talent.

Schedule:

This is an in-office position with a schedule of Monday through Friday, 9:00 AM to 6:00 PM. Upon the successful completion of Next Perimeter's 90-day introductory period, you'll be allowed to select one (1) recurring work-from-home day.