Support Engineer / Project Manager

A successful Support Engineer / Project Manager demonstrates strong troubleshooting skills across software, hardware, cloud, and network technologies while also taking ownership of technical project coordination from planning through completion. This role serves as both an advanced support resource and a project lead, handling escalated technical issues while managing timelines, client communication, scheduling, and coordination across multiple concurrent projects.

Candidates should have proven experience working in a fast-paced IT support environment and the ability to balance hands-on technical work with organization, communication, and follow-through. This individual should be comfortable serving as a point of contact for users, clients, vendors, and internal team members, ensuring both support issues and project deliverables are completed professionally, accurately, and on time.

Requirements:
BASIC QUALIFICATIONS:

• Bachelor’s degree in computer science, Information Technology, or related discipline or more than 3+ years of related experience.
• 3+ years of desktop support experience, including hardware and software troubleshooting.
• 2+ years supporting Microsoft 365 administration and endpoint security tools.
• 2+ years of hands-on Azure and/or Intune administration experience.
• Experience coordinating technical projects, implementations, upgrades, or client-facing deliverables.
• Strong understanding of computers, networks, and how they are used in business environments.
• Excellent written and verbal communication skills.

• Strong organizational, scheduling, and follow-up skills.
• Ability to work in a team environment while independently resolving complex technical issues.
• Demonstrated ability to handle technical escalations and mentor junior team members.

REQUIRED SKILLS:

Experience supporting and configuring several of the following IT technologies:

• Microsoft Azure AD, Intune, and conditional access policies
• Microsoft 365 admin center, including licensing, mail flow, security, and compliance
• Endpoint Detection & Response (EDR) solutions and patch management
• Windows Server 2016/2019/2022, Active Directory, DNS, and DHCP
• Network support and troubleshooting, including firewalls, switches, and wireless access points
• VoIP technologies such as Asterisk, Cisco, or equivalent
• Windows 10/11 and common business applications
• Remote monitoring and management (RMM) tools
• PowerShell scripting or automation experience is a plus

• Relevant certifications such as CompTIA Network+, Microsoft 365 Certified, or similar preferred

• Ability to manage priorities, deadlines, dependencies, and moving parts across multiple simultaneous projects

• Ability to communicate project status, scheduling changes, risks, and completion updates clearly to clients and internal teams.

PRIMARY RESPONSIBILITIES:

• Serve as an escalation point for Tier I technicians and assist in resolving complex technical issues.
• Perform advanced troubleshooting for desktops, laptops, networking equipment, cloud services, and business applications.
• Respond to escalated service tickets in a timely and professional manner.
• Mentor junior technicians and contribute to documentation and knowledge sharing.
• Assist with the deployment and configuration of computers, software, and peripherals.
• Manage advanced Microsoft 365 tasks, including migrations, permissions, and advanced configurations.

• Administer Active Directory, Intune, DNS, DHCP, and group policies.
• Participate in system health monitoring, backups, and patching procedures.
• Coordinate with vendors or third-party support as needed for issue resolution.
• Maintain accurate ticket documentation and adhere to service expectations and SLAs.
• Lead and coordinate technical projects, including upgrades, deployments, migrations, and infrastructure improvements.
• Own project timelines and help ensure deliverables are completed on schedule.
• Communicate directly with clients regarding project plans, status updates, scheduling, expectations, and next steps.
• Build, maintain, and adjust project schedules based on priorities, dependencies, and resource availability.
• Coordinate work across multiple projects at once, keeping tasks organized and stakeholders informed.
• Identify project risks, delays, or blockers and escalate concerns appropriately.
• Work closely with technical staff and leadership to ensure projects are aligned, properly scheduled, and successfully executed.
• Perform other duties as assigned.

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