Signed in as:
filler@godaddy.com
The Team & Roles
Level 1 Help Desk Technician
Level 3 Systems Engineer / Escalation Engineer
Level 1 Help Desk Technician
- First point of contact for users
- Handles basic troubleshooting and ticket triage
- Monitors alerts, resets passwords, resolves low-level issues
Level 2 Support Engineer
Level 3 Systems Engineer / Escalation Engineer
Level 1 Help Desk Technician
- Escalated support tasks
- Remote and on-site troubleshooting
- Desktop support, Office 365, networking, and backup systems
Level 3 Systems Engineer / Escalation Engineer
Level 3 Systems Engineer / Escalation Engineer
Level 3 Systems Engineer / Escalation Engineer
- High-level technical troubleshooting
- Firewall, server, Azure/AD/Intune, and M365 complex deployments
- Root cause analysis and project handovers
Network Engineer / Security Specialist
Cloud Services Engineer / Microsoft 365/Azure Specialist
Level 3 Systems Engineer / Escalation Engineer
- Designs and maintains secure networks
- Manages firewalls, VPNs, switches, and cyber hardening
- Implements tools like SIEM, MDR, and NDR
Cloud Services Engineer / Microsoft 365/Azure Specialist
Cloud Services Engineer / Microsoft 365/Azure Specialist
Cloud Services Engineer / Microsoft 365/Azure Specialist
- Deploys and manages cloud-based services
- Strong in Intune, Azure AD, Defender, Exchange Online
- Handles migrations and cloud policy enforcement
IT Project Manager
Cloud Services Engineer / Microsoft 365/Azure Specialist
Cloud Services Engineer / Microsoft 365/Azure Specialist
- Oversees scope, timelines, and budgets
- Coordinates internal resources and client communications
- Ensures delivery of infrastructure, cloud, and security projects
Solutions Architect / Technical Pre-Sales
Solutions Architect / Technical Pre-Sales
Solutions Architect / Technical Pre-Sales
- Designs scalable, secure client environments
- Works with sales to scope projects
- Aligns client needs with modern IT architecture
Cybersecurity Analyst
Solutions Architect / Technical Pre-Sales
Solutions Architect / Technical Pre-Sales
- Monitors threat landscapes and manages incident response
- Implements policies aligned with ISO27001 / Essential Eight
- Manages vulnerability scanning and risk reporting
Compliance & Governance Officer
Solutions Architect / Technical Pre-Sales
Account Manager / Customer Success Manager
- Ensures legal, industry, and internal compliance (ISO, NIST, etc.)
- Audits security posture
- Manages documentation, vendor risk assessments, and policies
Account Manager / Customer Success Manager
MSP Operations Manager / Service Delivery Manager
Account Manager / Customer Success Manager
- Primary client relationship handler
- Reviews performance, renewals, and identifies upsell opportunities
- Translates technical issues into business language
Business Development Manager (BDM)
MSP Operations Manager / Service Delivery Manager
MSP Operations Manager / Service Delivery Manager
- Focuses on new client acquisition
- Gathers market intelligence, nurtures leads
- Collaborates with Solutions Architect for proposal development
MSP Operations Manager / Service Delivery Manager
MSP Operations Manager / Service Delivery Manager
MSP Operations Manager / Service Delivery Manager
- Oversees ticket queues, SLAs, staff productivity
- Implements PSA/RMM workflows (e.g., ConnectWise, Autotask)
- Tracks NPS, CSAT, and service KPIs
Chief Technology Officer (CTO) / Virtual CIO
Chief Technology Officer (CTO) / Virtual CIO
Chief Technology Officer (CTO) / Virtual CIO
- Sets technical direction for the MSP and clients
- Leads innovation, standardisation, and vendor partnerships
- Guides roadmap, cloud adoption, and digital transformation
NOC Technician / Monitoring Analyst
Chief Technology Officer (CTO) / Virtual CIO
Chief Technology Officer (CTO) / Virtual CIO
- Monitors systems 24/7 (NOC/SOC hybrid or dedicated)
- Ensures uptime and alert remediation
- Supports proactive service delivery
Professional Services Coordinator
Chief Technology Officer (CTO) / Virtual CIO
Professional Services Coordinator
- Manages billable service projects
- Works with engineers and project managers
- Ensures resource alignment and client expectations
Director of Strategy & Operations
Director of Client Experience & Delivery
Professional Services Coordinator
- Leads business direction and operational governance
- Drives growth, profitability, and service innovation
- Oversees key partnerships, compliance, and risk management
Director of Client Experience & Delivery
Director of Client Experience & Delivery
Director of Client Experience & Delivery
- Champions customer success and service excellence
- Manages delivery teams, escalations, and client engagement
- Leads continuous improvement in support and project outcomes