Tier II Help Desk Technician; Managed Services, on-site Orlando
Listed on 2026-01-01
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IT/Tech
IT Support, Technical Support
Tier II Help Desk Technician (Managed Services, on-site Orlando)
Apply for the Tier II Help Desk Technician (Managed Services, on-site Orlando) role at Enter fusion
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Base pay range: $70,000.00/yr - $85,000.00/yr
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We are looking for a true Tier II Help Desk Technician to own complex support issues in a busy, multi‑tenant MSP environment. You will handle escalations that Tier I cannot resolve, including advanced troubleshooting across Windows, Microsoft 365, basic server and networking issues, and user onboarding/changes. This role focuses on root‑cause analysis, environment stabilization, and user productivity. You will not architect Azure or design complex Intune policies (those responsibilities belong to our engineering team), but you will collaborate closely with our Associate Cloud & Endpoint Engineer (Azure/Intune) and project team when issues cross into deeper configuration or project work.
Most support is delivered remotely from our Orlando office. Less than 10% of your time involves on‑site visits to client locations. This role also participates in an after‑hours on‑call rotation in one‑week blocks, compensated with an additional on‑call bonus.
Key Responsibilities Advanced User & Systems Support- Own Tier II escalations from the help desk related to Windows workstations, Microsoft 365, basic server services, and line‑of‑business applications.
- Troubleshoot complex issues primarily via remote tools, with occasional on‑site visits (under 10%) when hands‑on support is required.
- Support Microsoft 365 (Exchange Online, Teams, SharePoint), including mailbox issues, permissions, and access problems.
- Handle everyday Entra/Azure AD issues (user/group access, sign‑in problems, MFA issues), escalating deeper policy/architecture changes to engineering as needed.
- Troubleshoot issues involving network connectivity, VPN, DNS, DHCP, VLANs, and related infrastructure in coordination with senior engineers when necessary.
- Work with servers (on‑prem or cloud‑hosted) at a Tier II level: service issues, performance checks, and basic configuration fixes.
- Take full ownership of assigned tickets from intake to resolution, including documentation of findings and updates in the PSA.
- Help monitor queues, prioritize critical issues, and ensure SLAs are met by communicating clearly with both users and teammates.
- Participate in a rotating after‑hours on‑call schedule (one week at a time), responding to urgent issues and coordinating with teammates as needed; this on‑call time is additionally compensated via an on‑call bonus.
- Partner closely with Tier I technicians to provide guidance, answer questions, and help them grow.
- Collaborate with the Associate Cloud & Endpoint Engineer (Azure/Intune) and project team when escalations reveal a need for deeper configuration, automation, or long‑term fixes.
- Contribute to knowledge base articles, checklists, and standard operating procedures.
Required Qualifications
- 3‑5+ years of professional IT support experience with recent Tier II responsibilities.
- Experience in an MSP or multi‑tenant environment strongly preferred.
- Strong skills in:
- Supporting Windows 10/11 workstations and common business applications
- Troubleshooting Microsoft 365 (Outlook/Exchange Online, Teams, SharePoint)
- Handling everyday Entra/Azure AD and user access issues (passwords, groups, MFA, sign‑in problems)
- Solid understanding of core networking concepts (TCP/IP, DNS, DHCP, VPN, basic routing/switching) and experience troubleshooting network‑related user issues.
- Experience with a PSA and RMM (Connect Wise, Halo, N‑able, or similar) for ticketing and remote support.
- Strong problem‑solving skills and clear, professional spoken and written English communication with both technical and non‑technical audiences, including on phone and video calls with U.S.
-based clients and teammates. - Proven ability to own issues end‑to‑end, stay calm under pressure, and work effectively in a fast‑paced environment.
- Willingness to participate in a rotating after‑hours on‑call schedule, with additional…
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