Tier II Help Desk Technician (Managed Services, on-site Orlando)

We’re looking for a skilled Tier 2 IT professional who enjoys solving complex technical problems and is ready to put their experience to work in a busy MSP environment. You’ll support a variety of clients, tackle escalations involving networking, Windows Server, and virtualized server environments, and have the opportunity to work with a wide range of technologies.

We’re looking for someone who takes pride in their work, enjoys a challenge, and can confidently troubleshoot and resolve issues independently. You’re proactive, keep an eye on the systems you support, and look for ways to prevent problems before they affect users.

If you’re already working at a solid Tier 2 level and enjoy the variety and challenges that come with working for an MSP, we’d love to hear from you! This position also includes participation in a mandatory on-call rotation.

Must‑haves

• 3–5+ years of IT support experience, including recent hands-on Tier 2 responsibilities. MSP experience strongly preferred.
• Strong networking skills, including troubleshooting VLANs, DHCP, DNS, routing, switches, firewalls, and VPNs.
• Hands-on experience administering and troubleshooting virtualized server environments, including VMware and/or Hyper-V, along with Windows Server.
• Experience managing Microsoft 365 and Entra ID, including user administration, permissions, security settings, and troubleshooting. Familiarity with Intune and device management.
• A security-first mindset. You understand IT security best practices and consider security in everything you do, from troubleshooting and system changes to user access and network configurations.
• Ability to independently troubleshoot complex technical issues, take ownership of escalations, and follow problems through to resolution.
• A proactive approach to IT support, including monitoring systems, identifying potential issues, and addressing problems before they affect users.
• Experience working with PSA and RMM tools.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to clients and coworkers.
• Willingness to participate in a required on-call rotation.

Nice‑to‑haves

• Experience with Fortinet firewalls, including policies, NAT, and VPN configurations.
• Experience managing Ubiquiti UniFi and/or HPE Aruba networking equipment.
• Experience with AWS EC2 and/or Azure infrastructure, including virtual machines and networking.
• PowerShell scripting and automation experience.
• Experience with Microsoft Intune Autopilot, Defender, and Conditional Access policies.

What you’ll do

• Proactively monitor and maintain client servers, networks, and Microsoft 365 environments, identifying and resolving issues before they impact users.
• Take ownership of escalated tickets from Tier 1, troubleshoot complex technical problems, and see them through to resolution.
• Collaborate with other technicians and engineers on IT projects, including server deployments, migrations, network upgrades, and other infrastructure improvements.
• Administer and troubleshoot Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, and file services.
• Manage and troubleshoot virtualized server environments, including VMware and/or Hyper-V, virtual machines, storage, and virtual networking.
• Configure, maintain, and troubleshoot networks, including switches, VLANs, routing, firewalls, VPNs, and site-to-site connections.
• Support Microsoft 365, Entra ID, and Intune, including user administration, device management, access controls, and security configurations.
• Follow security best practices in daily work, including patch management, least-privilege access, vulnerability remediation, and secure system configurations.
• Use RMM and PSA tools to monitor systems, manage tickets, document work, and meet service-level expectations.
• Perform routine maintenance, updates, and scheduled after-hours work as needed.
• Share knowledge with Tier 1 technicians, assist with challenging issues, and help improve troubleshooting and documentation practices.

Work location & schedule

On‑site in Orlando, FL. Standard M–F business hours with required on‑call/after‑hours rotations.

Annual salary of $70,000-85,000/year commensurate with experience, plus on-call stipend, as well as paid vacation, health insurance plans, retirement program, disability insurance, and life insurance.

Benefits Include:

✅ 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.

Join Enterfusion and be part of a team that invests in your success! 🚀