IT Helpdesk Specialist II (MSP) – Multi-Client Escalation

AVLAnet

Fort Lauderdale (FL)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

401(k)

Health insurance

Paid time off

401(k) matching

Bonus based on performance

Dental insurance

Free food & snacks

Opportunity for advancement

Training & development

Vision insurance

Job summary

AVLA.net is a client-facing MSP seeking a skilled Level 2 IT Helpdesk Specialist to resolve complex issues across multiple client environments and support end users. You will serve as escalation for Level 1, uphold high customer value, and thrive in a fast-paced, multi-client setting.

Ideal candidates have 2+ years in IT helpdesk, strong Windows/Mac OS and Microsoft 365 skills, and MSP multi-tenant experience. Travel to client sites may be required, with opportunities for advancement.

Qualifications

2+ years in an IT helpdesk or desktop support role, preferably at a Level 2 capacity
Experience supporting multiple clients or a multi-tenant environment (MSP background a plus)
Proficiency with Windows & Mac OS environments and Microsoft 365 administration
Experience with Active Directory, Microsoft Entra ID, Microsoft 365, MFA, Group Policy, and user/permission management
Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN
Working knowledge of firewalls, VLANs, NAT, and basic network troubleshooting
Familiarity with PSA and RMM platforms, plus remote support/remote control tools
Valid driver's license and reliable transportation for occasional client site visits
CompTIA A+, Network+, or Microsoft certifications are a plus
Strong customer service orientation, with ability to explain technical concepts to non-technical users
Self-motivated, detail-oriented, and able to manage multiple priorities in a dynamic environment

Responsibilities

Provide Level 2 technical support for hardware, software, and network-related issues escalated from Level 1 across multiple client accounts
Prioritize incidents and service requests based on severity, client impact, SLA commitments, and business urgency
Diagnose and resolve complex desktop, application, and connectivity problems in a timely manner across a multi-client, multi-tenant environment
Manage and respond to helpdesk tickets using PSA platforms, ensuring SLA compliance, proper documentation, and closure
Monitor, maintain, and remediate client systems using RMM tools
Configure, deploy, and maintain workstations, laptops, servers, printers, and peripheral devices across client sites
Support user account management including Active Directory, Microsoft Entra ID, and permissions across multiple client tenants
Assist with network troubleshooting including firewalls, VPN, LAN/WAN, and wireless connectivity issues
Walk clients through troubleshooting steps, follow up, and see problems through to resolution
Document technical procedures, resolutions, and knowledge base articles for recurring issues
Collaborate with Level 3 engineers and vendors on escalated or infrastructure-related incidents
Recommend procedure or process improvements based on recurring issues and trends
Mentor and provide technical guidance to Level 1 analysts as needed
Travel to client sites as needed for onsite support and project work