Desktop Engineer / Level 2 IT Support

This is not an entry-level help-desk position. We are looking for someone who can independently resolve most day-to-day desktop, Microsoft 365, endpoint, application, and connectivity issues without relying on a senior engineer.

The right person will take ownership of technical issues through resolution, communicate directly with business clients, assist Level 1 technicians, and know when an issue genuinely requires escalation.

Previous MSP or comparable multi-client IT support experience is required.

Responsibilities

• Own Level 1 and Level 2 support tickets through resolution
• Troubleshoot Windows 10/11 desktops and laptops
• Troubleshoot Microsoft 365, Outlook, Teams, OneDrive, and SharePoint
• Administer Microsoft 365 users, licensing, MFA, groups, and permissions
• Support Microsoft Entra ID/Azure AD and Active Directory
• Troubleshoot authentication, permissions, Group Policy, and user-profile issues
• Build, configure, deploy, replace, and migrate desktops and laptops
• Perform new-user onboarding and employee offboarding
• Install, configure, and troubleshoot business applications
• Troubleshoot printers, scanners, monitors, docks, and other peripherals
• Troubleshoot wired and wireless connectivity, Internet, DNS, DHCP, and VPN issues
• Perform basic firewall, switch, and wireless troubleshooting
• Support endpoint security, antivirus/EDR, encryption, and patching
• Use RMM and remote-support tools to manage and troubleshoot client systems
• Assist with workstation refreshes, migrations, deployments, and client projects
• Work directly with clients and vendors to resolve technical issues
• Maintain accurate ticket notes and client documentation
• Assist Level 1 technicians with troubleshooting and escalations
• Escalate complex server, network, security, and infrastructure issues to senior engineers after appropriate troubleshooting and documentation

• 3+ years of professional IT support, desktop engineering, or systems support experience
• Previous MSP or comparable multi-client IT support experience required
• Strong Windows 10/11 troubleshooting skills
• Strong Microsoft 365 support and administration experience
• Working knowledge of Microsoft Entra ID/Azure AD and Active Directory
• Understanding of Group Policy, permissions, and Windows authentication
• Solid understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPN
• Experience deploying and supporting business desktops and laptops
• Experience with ticketing, RMM, and remote-support tools
• Familiarity with endpoint security and EDR products
• Strong troubleshooting and problem-solving skills
• Ability to research and work through unfamiliar technical problems before escalating
• Strong verbal and written communication skills
• Comfortable communicating directly with business clients
• Good documentation and organizational skills
• Ability to manage multiple tickets and priorities
• Dependable, professional, and customer-service focused

Preferred Experience

Experience with any of the following is a plus:

ConnectWise, NinjaOne, Microsoft Intune, Microsoft 365 administration, Entra ID, Active Directory, SonicWall or other firewalls, Microsoft Defender, EDR platforms, VMware/Hyper-V, and other MSP technologies.

Certifications are helpful, but demonstrated hands-on troubleshooting ability and experience are more important to us than certifications alone.

What We’re Looking For

We want someone who takes ownership of problems.

You should be comfortable troubleshooting beyond the first few obvious steps, researching unfamiliar problems, communicating with the client, documenting your work, and driving issues toward resolution.

We don’t expect you to know everything. We do expect you to recognize the difference between an issue you should be able to resolve independently and one that genuinely requires escalation to a senior systems or network engineer.

Pay: $60,000-$70,000 per year, depending on experience and technical capabilities.

Schedule: Monday through Friday, 8:00 AM-5:00 PM

This is a full-time, in-office position in Sanford, Florida. This is not a remote or hybrid position., * 401(k)

• Health insurance
• Paid time off
• Vision insurance

SON Technology provides managed IT services and technology solutions to businesses throughout Central Florida.

Our technicians work across a variety of clients and technologies, including Microsoft 365, networking, servers, virtualization, cybersecurity, backup and recovery, and IT infrastructure.

This position provides an opportunity to work alongside experienced engineers, expand your technical skills, and take on increasingly advanced responsibilities as you grow.

If you’re an experienced MSP technician who enjoys troubleshooting, takes ownership of problems, communicates well with clients, and wants to continue developing your technical skills, we’d like to hear from you.

Pay: $60,000.00 - $70,000.00 per year