Enterfusion ยท 2 months ago
Tier II Help Desk Technician (Managed Services, on-site Orlando)
Orlando, FL
Full-time
Onsite
Mid Level
$70K/yr - $85K/yr
3+ years expEnterfusion is a managed services provider seeking a Tier II Help Desk Technician to handle complex support issues in a multi-tenant environment. The role involves advanced troubleshooting across Windows, Microsoft 365, and basic server and networking issues, while providing guidance and support to Tier I technicians.
ConsultingInformation TechnologyOutsourcing
Responsibilities
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
Qualification
Required
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 (ConnectWise, 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 compensation provided
Preferred
Prior work in a managed services setting supporting multiple clients
Exposure to Intune for device management and policy troubleshooting (you don't need to be an Intune engineer; we'll help you grow here)
Familiarity with firewall/router vendors (Fortinet, Unifi, etc.) at a troubleshooting level
Experience mentoring Tier I techs or being the 'go-to' escalation person on a service desk
Benefits
Paid Time Off (PTO) - Accrual begins after 90 days, with increasing PTO over time.
Health Insurance - Enterfusion covers a portion of employee premiums; spouse and dependent coverage available. Two plans through Florida Blue.
Life Insurance, Dental & Vision Insurance - 100% company-paid coverage for employees.
Short- & Long-Term Disability Insurance - Income protection benefits provided.
SIMPLE IRA - Enterfusion matches employee contributions up to a set percentage.
Continued Learning - Reimbursement for required or beneficial certifications, plus training support.
Company
Enterfusion
Enterfusion provides tech support services, network consulting, hardware, cabling and outsourcing services to companies.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase