Enterfusion ยท 2 months ago
Tier II Help Desk Technician (Managed Services, on-site Orlando)
Orlando, Florida, United States
Full-time
Onsite
Mid LevelEnterfusion is a Managed Services Provider seeking a Tier II Help Desk Technician to manage complex support issues. The role involves troubleshooting escalated technical problems, providing advanced user support, and collaborating with engineers while participating in an after-hours on-call rotation.
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
Experience as a Tier II Help Desk Technician in a multi-tenant MSP environment
Ability to handle escalations that Tier I can't resolve
Advanced troubleshooting skills across Windows, Microsoft 365, basic server and networking issues
Experience with user onboarding and changes
Ability to dig into root causes and stabilize environments
Experience with remote support tools
Ability to participate in an after-hours on-call rotation
Strong communication skills to interact with users and teammates
Experience with Microsoft 365 (Exchange Online, Teams, SharePoint)
Ability to handle Entra / Azure AD issues (user/group access, sign-in problems, MFA issues)
Experience troubleshooting network connectivity, VPN, DNS, DHCP, VLANs
Ability to work with servers (on-prem or cloud-hosted) at a Tier II level
Experience in taking ownership of assigned tickets from intake to resolution
Ability to monitor queues and prioritize critical issues
Preferred
Experience collaborating with engineering teams for deeper configuration or project work
Experience contributing to knowledge base articles, checklists, and standard operating procedures
Benefits
On-call bonus
Company
Enterfusion
Enterfusion provides tech support services, network consulting, hardware, cabling and outsourcing services to companies.
Founded in 2008
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase