​This is a Technical Support & Security Operations hybrid role focused on high-quality, real-time end-user support. Unlike a standard help desk role, this position integrates ITIL-based triage with security log monitoring and vulnerability management. You will be responsible for identifying root causes and monitoring M365 environments for threats while maintaining strict Service Level Agreements (SLAs).

• ​Experience Required: 3+ years in technical support or IT operations (Hard requirement).
• ​Education: BS in Computer Science, Software Engineering, or equivalent practical experience.
• ​Core Framework: ITIL-based triage and Incident Management.
• ​Primary Platforms: Microsoft 365 (M365), Slack, FMS Bug Tracker, Windows, and macOS.
• ​Key Focus: Real-time triage, log monitoring, and threat escalation.

​Key Responsibilities: Triage, Security, and Operations

​This role bridges the gap between traditional IT support and basic Cybersecurity operations.

​ITIL-Based Support & Triage

​You will provide remote support primarily through Slack and service desk tickets. Your task is to classify incidents according to ITIL standards and ensure they are resolved within established SLAs. For issues you cannot solve, you will manage the escalation process to engineering or cybersecurity teams while maintaining clear communication with the end user throughout the ticket lifecycle.

​Security Monitoring & Vulnerability Management

​A unique part of this role involves log monitoring. You will review M365 and platform logs for suspicious activity or operational anomalies. You will assist in vulnerability management by tracking documentation and coordinating with users to mitigate risks. If potential threats are identified, you must follow defined cybersecurity workflows for escalation.

​Documentation & Root Cause Analysis (RCA)

​Plan A Technologies emphasizes long-term stability. You will contribute to post-incident reviews and collaborate with engineering on root cause analysis to prevent recurring issues. You are expected to update internal knowledge bases and troubleshooting guides to reflect these findings, providing clear reporting on support trends to leadership.

​Technical Skills and Qualifications

​The ideal candidate has a strong technical foundation and a proactive mindset toward system security.

• ​Support Stack: Strong troubleshooting skills in Windows, macOS, M365, and Slack.
• ​Process Knowledge: Practical experience with ticketing systems and bug trackers (FMS).
• ​Security Awareness: Familiarity with log monitoring and the ability to escalate potential cybersecurity threats.
• ​Communication: Solid written and verbal English skills are required, as you will be collaborating across cross-functional and global teams.
• ​Certifications (Preferred): ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications.

​Why This Role is Unique

​This position is designed for an experienced analyst who wants to move beyond “resetting passwords.” Because you are involved in FMS bug tracking and M365 threat escalation, you are acting as a vital link between the end users and the Engineering/Security departments. It requires someone who can manage multiple high-pressure requests concurrently without losing focus on security compliance or technical accuracy.