Senior / Level 2 Helpdesk Engineer

The Senior / Level 2 Helpdesk Engineer role at IT In Motion provides Tier 2 IT support with end-to-end ticket ownership. Based in Davie, FL with hybrid work after ramp, the position involves on-site and field work while escalating deeper issues to Level 3 as needed, all while maintaining healthy client environments and a strong security posture.

Responsibilities

• Own, manage, and resolve Tier 2 tickets and service requests from intake to closure
• Perform advanced remote and on-site troubleshooting across desktops, servers, applications, and network devices
• Deliver a fast, friendly and genuinely helpful experience in 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
• Administer routine tasks 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 out of alignment
• Support endpoint security tooling such as Huntress and DNS filtering; maintain healthy agents
• Document all work thoroughly in the PSA/ticketing system
• Maintain accurate client documentation for current and future reference
• Follow SOPs for recurring tasks and propose improvements when applicable
• Support project delivery (migrations, deployments, rollouts) on-site or remotely as needed
• Mentor and unblock junior team members
• Maintain vigilant security discipline and adhere to security procedures
• Identify and communicate risks early to the Professional Services Director and clients
• Submit timesheets and expense reports in accordance with SOPs

Requirements

• 2–4+ years in IT support, ideally with an MSP or in-house help desk/desktop support
• Strong hands-on experience with the Microsoft 365 platform (Exchange Online, Teams, SharePoint/OneDrive, admin center)
• Solid working knowledge of Active Directory / Entra ID, Windows Server, and Windows desktop OS
• Comfort with networking fundamentals (DNS, DHCP, VPN, switching, Wi-Fi) and common business applications
• Experience handling tickets in a PSA system and using an RMM and remote-support tools
• Clear, calm communication capable of explaining technical concepts to users and engineers
• Typing proficiency while talking on the phone
• A genuine drive to solve problems and improve client outcomes
• Valid driver’s license and reliable transportation due to field/on-site work
• Eligible to work in the United States; some clients require U.S. persons due to DoD / CMMC requirements

Technologies

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

Compensation and Benefits

• Base salary: $60,000–$72,000
• Certification reimbursement and paid study time
• Paid time off and holidays
• Health benefits aligned with company plans
• Company-provided equipment and tools
• 401(k) plan, bonuses, mileage reimbursement, and related perks as applicable

About IT In Motion

We are a South Florida MSP serving roughly 50 client organizations across construction, manufacturing, and defense contracting. We design, secure, and operate entire technology environments rather than offering only break-fix support. Our expertise includes CMMC and NIST 800-171 compliance, with a particular emphasis on Microsoft GCC High environments.

The Role at IT In Motion

As a Level 2 Support Engineer, you are the escalation point for issues beyond Tier 1 and the stable operator of day-to-day client environments. You own tickets from receipt to resolution, diagnosing, implementing fixes, communicating progress, and documenting outcomes. For genuinely complex problems, you escalate to Level 3 or senior engineers while maintaining ownership of everything else.

Nice to Have or Learn Here

• Exposure to CMMC / NIST 800-171 or GCC High environments
• Experience with Sophos firewalls, UniFi networking, Synology NAS, or XCP-ng / XOA
• IT certifications such as CompTIA A+/Network+/Security+, Microsoft certifications (MS-900, AZ-900, MD-102, or associate-level), ITIL
• Prior MSP experience and familiarity with PSA/RMM platforms (Syncro, ConnectWise, Datto)
• Client-focused training or resources for effective helpdesk interaction

Location and Work Arrangement

Location: Davie, FL 33328. This is a hybrid role with on-site collaboration and remote work flexibility after ramp, requiring the ability to commute to the Davie area as needed.

How to Apply

Submit your resume and a brief note describing a tricky technical problem you solved and the approach you used. All applications are reviewed with attention to how you think and problem-solve, not solely on prior experience.