Tier 2 IT Support Engineer / Help Desk Lead

Full-Time | On-Site Only | Minimum 5 Years of IT Experience, We are looking for an experienced Tier 2 IT Support Engineer / Help Desk Lead who combines strong technical troubleshooting skills with organization, initiative, accountability, and a passion for improving IT service delivery., * Minimum 5 years of professional IT support experience, preferably within an MSP environment. \n

• Strong experience troubleshooting Microsoft-based business environments. \n

• Hands-on experience with Microsoft 365 administration, Active Directory, networking, and endpoint management. \n

• Experience working with PSA/ticketing and remote monitoring tools. \n

• Demonstrated ability to troubleshoot and resolve complex technical problems independently. \n

• Strong organizational skills and attention to detail. \n

• Ability to prioritize competing requests in a fast-paced environment. \n

• Excellent written and verbal communication skills. \n

• Ability to develop and document technical procedures. \n

• Experience mentoring or providing technical guidance to other technicians. \n

This is not simply a position where you work tickets all day. We are looking for someone who can help strengthen our Help Desk operations, develop processes, mentor junior technicians, and proactively identify opportunities to improve efficiency and the customer experience.

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If you are someone who sees a problem, takes ownership, and works toward a solution without waiting to be told what to do, we want to hear from you.

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What You’ll Be Doing\n

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Technical Support & Escalations

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• Provide advanced Tier 2 technical support for business customers. \n

• Troubleshoot complex workstation, server, network, Microsoft 365, and cloud-related issues. \n

• Serve as an escalation resource for Tier 1 technicians. \n

• Diagnose recurring technical issues and implement long-term solutions. \n

• Support Microsoft 365, Entra ID, Active Directory, Exchange Online, and Intune environments. \n

• Troubleshoot VPN, firewall, wireless, and network connectivity issues. \n

• Assist with cybersecurity incidents, system outages, and other critical service issues. \n

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Help Desk Leadership & Service Delivery

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• Help oversee daily Help Desk operations and ticket workflow. \n

• Monitor ticket queues, priorities, response times, and resolution progress. \n

• Identify tickets requiring escalation or additional attention. \n

• Ensure tickets contain accurate documentation, troubleshooting notes, and resolutions. \n

• Mentor Tier 1 technicians and provide technical guidance. \n

• Help maintain service quality, customer communication, and SLA compliance. \n

• Identify recurring customer issues and recommend permanent solutions. \n

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Process Development & Operational Improvement

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• Develop, document, and improve Help Desk processes and standard operating procedures (SOPs). \n

• Identify gaps in existing workflows and recommend improvements. \n

• Establish troubleshooting guides, technical documentation, and knowledge base articles. \n

• Identify opportunities for automation and ticket reduction. \n

• Help standardize how technical issues are diagnosed, escalated, resolved, and documented. \n

• Recommend improvements that increase technician productivity and customer satisfaction. \n

Massive IT is a growing Managed Services Provider (MSP) based in Tampa, Florida. We provide managed IT services, cloud solutions, cybersecurity, infrastructure support, and technology services to businesses across multiple industries.