Level 2 IT Helpdesk Specialist – MSP, Multi-Client

AVLAnet; Fort Lauderdale (FL); On-site; USD 52,000 - 76,000; Full time

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 in South Florida is seeking an IT Helpdesk Specialist - Level 2 to resolve complex issues across client environments. You’ll escalate from Level 1, support end users, and uphold our high standards of customer value.

Responsibilities include managing tickets, performing desktop and network troubleshooting, and collaborating with Level 3 engineers. Travel to client sites for onsite work may be required.

Qualifications

• 2+ years in IT helpdesk/desktop support; Level 2 preferred.
• Experience supporting multiple clients or a multi-tenant MSP environment is preferred.
• Proficiency with Windows and Mac OS environments and Microsoft 365 administration.
• Experience with Active Directory, Microsoft Entra ID, MFA, Group Policy, and permissions management.
• Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN.
• Familiarity with firewalls, VLANs, NAT, and basic network troubleshooting.
• Knowledge of PSA and RMM platforms; remote support/controls tools.
• Valid driver’s license and transportation for onsite visits.
• CompTIA A+/Network+ or Microsoft certifications are a plus.
• Strong customer service; ability to explain tech to non-tech users.
• Self-motivated, detail-oriented, and able to multitask in a dynamic environment.

Responsibilities

• Provide Level 2 support for hardware, software, and network issues escalated from Level 1 across multiple client accounts.
• Prioritize incidents based on severity, client impact, SLA commitments, and business urgency.
• Diagnose and resolve desktop, application, and connectivity problems in a multi-client, multi-tenant environment.
• Manage and respond to helpdesk tickets using PSA, ensuring SLA compliance and proper documentation.
• Monitor, maintain, and remediate client systems using RMM tools.
• Configure, deploy, and maintain workstations, servers, printers, and peripherals across client sites.
• Support user account management including Active Directory, Microsoft Entra ID, and permissions across tenants.
• Assist with network troubleshooting including firewalls, VPN, LAN/WAN, and wireless connectivity issues.
• Walk clients through troubleshooting steps and see issues 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 incidents.
• Recommend process improvements based on recurring issues and trends.
• Mentor Level 1 analysts as needed.
• Travel to client sites for onsite support and project work.

Skills

Windows & Mac OS

Microsoft 365 admin

Active Directory & Entra ID

Group Policy & user permissions

Networking fundamentals (DNS/DHCP/VPN)

Firewalls & VLANs

PSA/RMM platforms

Remote support tools

Customer service

MSP multi-client experience

Education

CompTIA A+

CompTIA Network+

Microsoft certifications

Tools

RMM tools

PSA platform

Remote desktop tools

Microsoft 365 admin center

Job description

AVLA.net in South Florida is seeking an IT Helpdesk Specialist - Level 2 to resolve complex issues across client environments. You’ll escalate from Level 1, support end users, and uphold our high standards of customer value.

Responsibilities include managing tickets, performing desktop and network troubleshooting, and collaborating with Level 3 engineers. Travel to client sites for onsite work may be required.