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.
