Senior Tier 2 IT Support & Help Desk Lead

Massive IT; Tampa (FL); Presencial; USD 65.000 - 95.000; Jornada completa

Descripción de la vacante

Massive IT, LLC in Tampa, FL seeks a Tier 2 IT Support Engineer / Help Desk Lead for a full-time, on-site role. Candidates should have a minimum of 5 years of IT experience and a passion for improving service delivery and mentoring junior technicians.

You will oversee daily Help Desk operations, develop SOPs, document procedures, and drive automation to reduce tickets while maintaining SLA compliance. This is not just ticket work; you will shape our support processes.

Formación

• Minimum 5 years of professional IT support experience, preferably within an MSP environment.
• Strong experience troubleshooting Microsoft-based business environments.
• Hands-on experience with Microsoft 365 administration, Active Directory, networking, and endpoint management.
• Experience working with PSA/ticketing and remote monitoring tools.
• Demonstrated ability to troubleshoot and resolve complex technical problems independently.
• Strong organizational skills and attention to detail.
• Ability to prioritize competing requests in a fast-paced environment.
• Excellent written and verbal communication skills.
• Ability to develop and document technical procedures.
• Experience mentoring or providing technical guidance to other technicians.

Responsabilidades

• Provide advanced Tier 2 technical support for business customers.
• Troubleshoot complex workstation, server, network, Microsoft 365, and cloud-related issues.
• Serve as an escalation resource for Tier 1 technicians.
• Diagnose recurring technical issues and implement long-term solutions.
• Support Microsoft 365, Entra ID, Active Directory, Exchange Online, and Intune environments.
• Troubleshoot VPN, firewall, wireless, and network connectivity issues.
• Assist with cybersecurity incidents, system outages, and other critical service issues.

Conocimientos

5+ years IT support

MSP experience

Microsoft 365, AD, networking

PSA/ticketing tools

Troubleshooting complex issues

Documentation & procedures

Mentoring/leadership

Communication skills

Herramientas

ConnectWise PSA

RMM tools

PowerShell scripting

Descripción del empleo

Massive IT, LLC in Tampa, FL seeks a Tier 2 IT Support Engineer / Help Desk Lead for a full-time, on-site role. Candidates should have a minimum of 5 years of IT experience and a passion for improving service delivery and mentoring junior technicians.

You will oversee daily Help Desk operations, develop SOPs, document procedures, and drive automation to reduce tickets while maintaining SLA compliance. This is not just ticket work; you will shape our support processes.