Job description

Senior Help Desk Analyst (Managed Services) Salary: $65,000–$80,000 | Raleigh, NC About the Role As a Senior Help Desk Analyst at Surya Technologies, you’ll go beyond basic troubleshooting. You’ll take ownership of escalated issues, mentor junior analysts, and work directly with clients across industries including manufacturing, healthcare, and professional services. You’ll support complex environments spanning Microsoft 365, Azure AD/Entra ID, networking, security, and OT platforms like Claroty. This role sits at the intersection of client-facing service and advanced technical troubleshooting, giving you visibility into NOC/SOC operations, cloud administration, and cybersecurity practices. It’s a chance to apply your skills across multiple platforms while advancing into engineering or cyber roles. Responsibilities • Act as an escalation point for Tier 1/junior analysts. • Troubleshoot and resolve complex technical issues involving: • Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune). • Azure AD/Entra ID, conditional access, and MFA. • Networking fundamentals (VPNs, firewalls, DNS, DHCP). • Endpoint management (Intune, patching, compliance). • Administer and support Claroty OT security platforms, collaborating with SOC teams. • Participate in NOC/SOC monitoring for client environments, including alert triage and response. • Lead onboarding of new client environments into MSP toolsets (RMM, monitoring, ServiceNow). • Document processes and mentor junior staff on troubleshooting best practices. • Collaborate with engineering teams for root cause analysis and long-term fixes. Required Qualifications • 3–5 years of IT support experience in a Managed Services Provider (MSP) or multi-client environment. • Strong technical proficiency with Microsoft 365 administration. • Working knowledge of Azure AD/Entra ID, Intune, and endpoint security practices. • Networking knowledge sufficient to troubleshoot connectivity, VPN, and firewall issues. • Experience with RMM and ticketing systems. • Excellent communication skills for client interaction and mentoring junior team members. Preferred Skills • Hands-on experience with Claroty or other OT/ICS security platforms. • Familiarity with NOC/SOC operations or security incident handling. • Certifications such as CompTIA Security+, Microsoft 365 Administrator, CCNA, or equivalent. • Exposure to OT/ICS environments in manufacturing or critical infrastructure. Why This Role Stands Out • High-skill MSP work: Every day brings exposure to new environments and technical challenges. • Cyber and OT security growth path: Build hands-on expertise in Claroty and SOC operations. • Mentorship opportunity: Guide junior staff while sharpening leadership skills. • Cross-platform experience: From M365 and Azure to industrial OT, you’ll work across IT/OT boundaries. Compensation & Growth • Salary range: $65,000–$80,000, depending on skills and experience. • Performance-based growth into roles such as Systems Engineer, Security Analyst, or OT Specialist. • Training support for advanced certifications in Microsoft, security, and OT domains.

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