Senior / Level 2 Helpdesk Engineer

Senior / Level 2 Helpdesk Engineer at IT In Motion handles Tier 2 IT support with end-to-end ticket ownership, on-site and field work, and hybrid remote work after ramp in Davie, FL.

Responsibilities

• Own, work, and resolve Tier 2 tickets and service requests from start to finish
• Provide advanced remote and on-site troubleshooting across desktops, servers, applications, and network devices
• Deliver a fast, friendly, genuinely helpful experience on every interaction
• Keep clients informed with status updates, change notifications, and outage communications
• Split multi-issue tickets, prevent tickets from going stale, and close the loop properly
• Perform routine administration across Microsoft 365, Active Directory and Entra ID (user lifecycle, licensing, group policy, mailbox and permissions management)
• Monitor the RMM dashboard and apply remediation per documented processes
• Verify backups, patching, and scheduled automated tasks; flag anything that is off
• Support endpoint security tooling such as Huntress and DNS filtering, keeping agents healthy
• Record all work accurately in the PSA and ticketing system
• Maintain clean, current client documentation for continuity
• Follow SOPs for recurring tasks and improve them when a better method is found
• Support project delivery (migrations, deployments, rollouts) on-site or remotely as needed
• Mentor and unblock junior team members
• Maintain a vigilant focus on security and adhere to security procedures
• Identify and communicate risks early to the Professional Services Director and clients
• Submit timesheets and expense reports per SOP

Requirements

• 2 to 4 plus years in IT support, ideally with an MSP or in-house help desk / desktop support
• Hands-on experience with the Microsoft 365 platform (Exchange Online, Teams, SharePoint/OneDrive, admin center)
• Strong knowledge of Active Directory / Entra ID, Windows Server, and Windows desktop OS
• Comfort troubleshooting networking fundamentals (DNS, DHCP, VPN, switching, Wi-Fi) and common business applications
• Experience working tickets in a PSA or ticketing system and using an RMM tool and remote-support tools
• Clear, calm communication, capable of speaking with both users and engineers
• Ability to type accurately while on the phone
• Genuine drive to solve problems and make clients happy
• Valid driver's license and reliable transportation for field on-site work
• Eligible to work in the United States; some clients require U.S. persons due to DoD / CMMC requirements

Nice to Have

• Exposure to CMMC / NIST 800-171 or Microsoft GCC High environments
• Experience with Sophos firewalls, UniFi networking, Synology NAS, or XCP-ng / XOA virtualization
• IT certifications such as CompTIA A+, Network+, Security+, Microsoft associate certs, or ITIL
• Prior MSP experience and familiarity with PSA / RMM platforms (Syncro, ConnectWise, Datto, etc.)
• Client-facing training or background in helpdesk best practices

The Role

You will be the escalation point for problems Tier 1 cannot resolve and maintain the health of client environments day to day. You own tickets from intake to resolution, including diagnosing, fixing, communicating, and documenting progress. For genuinely deep issues, you escalate to Level 3, while everything else stays under your ownership. This role offers growth into senior engineering and project leadership paths.

Technologies

• Microsoft 365 platform, Exchange Online, Teams, SharePoint/OneDrive, Microsoft 365 admin center
• Active Directory and Entra ID
• Windows Server and Windows desktop OS
• RMM tools, Huntress, DNS filtering
• Networking gear and virtualization such as UniFi, Sophos, Synology NAS, XCP-ng, XOA
• PSA / ticketing systems (Syncro, ConnectWise, Datto)

Benefits

• Base salary: $60,000–$72,000 per year
• Certification reimbursement and paid study/exam time
• Paid time off and holidays
• Health benefits
• Company-provided equipment and tools
• 401(k) eligibility, bonuses, and mileage reimbursement as applicable

Job Details

• Job type: Full-time
• Salary: $60,000–$72,000 per year
• Experience: MSP or managed multiple client environments; 2 years Microsoft 365 administration; 2 years Active Directory / Windows Server (preferably)
• Ability to commute: Davie, FL 33328 (Required)
• Location: In person

How to Apply

Submit your resume along with a brief note describing a tricky technical problem you solved and how you approached it. Applications are reviewed for thinking process as well as experience.