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

We’re looking for a true Tier II Help Desk Technician to own complex support issues in a busy, multi-tenant MSP environment. In this role, you’ll handle escalations that Tier I can’t resolve , including advanced troubleshooting across Windows, Microsoft 365, basic server and networking issues, and user onboarding / changes.

You’ll be the person our technicians and clients rely on when things get tricky—digging into root causes, stabilizing environments, and keeping users productive. You won’t be expected to architect Azure or design complex Intune policies (we have engineering roles for that), but you’ll work 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 will involve going on-site to client locations for issues that truly require a physical presence. This role also participates in an after-hours on-call rotation . On-call is scheduled in one-week blocks and is compensated with an additional on-call bonus on top of base salary. We’ll walk through how the rotation works and volume expectations during the interview process.

If you love solving tough technical problems, talking directly with users, and being the calm, senior voice on the help desk, this role is for you.

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.

Microsoft 365 & Core Cloud Troubleshooting

Network & Server Escalations

Ticket, Incident, & On-Call Ownership

Collaboration & Knowledge Sharing

Requirements

Required Qualifications

Preferred Qualifications

Location

Benefits

Salary

Annual salary of $70,000-85,000 / year commensurate with experience + 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! 🚀