Tier II IT Support Engineer (Microsoft 365, Networking, Virtualization)

Salary: $70,000–$85,000 + paid on-call bonus + benefits
Location: 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