Tier II IT Support Engineer (Microsoft 365, Networking, Virtualization)
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Overview
Job Description
Salary: $70,000–$85,000+ paid on-call bonus + benefitsLocation: Orlando, FL (based in our Orlando office; most support is remote)
About Enterfusion
Enterfusion is an Orlando-based IT services company supporting multiple business environments. We’re a small team that values clear communication, strong documentation, and fixing problems the right way. If you’re looking for a workplace where your experience is respected and teamwork is real, you’ll feel at home here.
The Opportunity
We’re hiring a Tier II engineer to own escalations and complex troubleshooting across Microsoft 365, Windows, networking, and virtual/server environments.
We’re looking for someone who can step in confidently on day one. This role is best suited for a technician who has already owned Tier II Microsoft, networking, and server issues in production. If you excel as a dependable technical expert and are looking for a supportive team atmosphere while still tackling challenging tasks, this role is a perfect fit for you.
What You’ll Do
Tier II Escalations & Root Cause Ownership
- Own escalations Tier I can’t resolve and drive them to resolution end-to-end
- Troubleshoot to root cause, implement the fix, and document clearly so it doesn’t repeat
- Communicate professionally and consistently with users and teammates
Microsoft 365 Administration & Troubleshooting
- Support Exchange Online/Outlook: mailbox access, permissions, mail flow troubleshooting
- Support Teams and collaboration issues users encounter day-to-day
- Troubleshoot SharePoint/OneDrive access, sync, and permissions issues
- Handle Entra ID (Azure AD): MFA, sign-in issues, user/group access, licensing basics
Networking, Servers, and Virtualization
- Troubleshoot DNS/DHCP/VPN/VLAN/connectivity issues and coordinate with senior resources when needed
- Support VMware and/or Hyper-V environments and Windows Server services at a Tier II level
- Triage server/service performance issues and apply appropriate fixes or escalations
Service Desk Quality & Team Support
- Maintain excellent ticket notes in our PSA and contribute to knowledge base articles/checklists
- Help Tier I technicians grow by sharing troubleshooting approaches and best practices
Requirements
Required Qualifications
- 3–5+ years of professional IT support experience with recent Tier II ownership
- PowerShell experience required
- Able to write your own scripts and/or edit and troubleshoot existing scripts for Microsoft 365/Entra ID and Windows administration tasks.
- Strong, practical experience with:
- Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive)
- Entra ID (Azure AD): MFA/sign-in/access troubleshooting
- Windows 10/11 deep troubleshooting
- Networking fundamentals in practice: TCP/IP, DNS, DHCP, VPN, VLANs
- Virtualization+ server support: VMware/Hyper-V and Windows Server services
- Experience with PSA/RMM tools (ConnectWise, HaloPSA, N-able, or similar)
- Strong customer-facing communication (phone/video) and an organized troubleshooting style
Nice to Have
- MSP experience supporting multiple client environments
- Microsoft tenant onboarding / baseline configuration experience
- Intune exposure (troubleshooting level)
- Fortinet/UniFi familiarity
- Experience mentoring Tier I techs
On-Call & On-Site Expectations
- On-site visits are occasional (under 10%) and only when hands-on is truly required.
- Rotating after-hours on-call in one-week blocks with an additional paid on-call bonus.
Work Location
This is an in-office role in Orlando, FL, with most support delivered remotely from the office using our tools. Candidates must be within commuting distance or willing to relocate.
Benefits
Compensation & Benefits
- $70,000–$85,000/year+ paid on-call bonus
- PTO accrual begins after 90 days and increases over time
- Health insurance (Florida Blue plans; Enterfusion covers 60% of employee premium)
- 100% company-paid dental, vision, and life insurance
- Short- & long-term disability
- SIMPLE IRA with company match
- Certification/training reimbursement
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