IT Support Tier 1/1.5

Pay: $68,000.00 - $75,000.00 per year

Job description:

About the Role

This is not an entry-level helpdesk position.

We’re hiring a strong Tier 1 / early Tier 1.5 Service Desk Engineer with MSP experience to support multiple client environments. You’ll work daily with Microsoft 365, Azure Virtual Desktop, networking, VPNs, and professional MSP tooling (RMM/PSA).

If you’re comfortable owning tickets end-to-end, troubleshooting real issues, and working in a fast-paced MSP environment, this role will be a great fit.

Day in the Life

• Monitor, triage, and resolve tickets using RMM and PSA tools
• Respond to alerts and address overnight issues
• Troubleshoot Microsoft 365 issues (email, MFA, Conditional Access, message tracing)
• Resolve VPN and Azure Virtual Desktop connectivity problems
• Provide remote support for Windows workstations and printers
• Perform occasional onsite visits to local client locations
• Document work clearly and meet SLA expectations

Key Responsibilities

• Daily use of professional RMM and PSA platforms
• Microsoft 365 administration (Exchange, MFA, CAP, user management)
• Tier 1 support for Azure Virtual Desktop
• Networking fundamentals (TCP/IP, DNS, DHCP, subnets)
• SSL VPN troubleshooting
• Windows Server & Active Directory fundamentals
• Windows 10/11 and printer support
• Manage multiple tickets efficiently and professionally

Requirements (Must Have)

• 2–4 years of MSP experience (required)
• Hands-on daily experience with RMM and PSA tools
• Strong troubleshooting skills (not script-only support)
• Ability to prioritize and manage multiple tickets
• Clear written and verbal communication
• Comfortable working independently in a remote/hybrid environment

Nice to Have (Not Required)

• Microsoft certifications (MS-900, MD-102, etc.)
• Network or equivalent networking experience
• Experience supporting multiple customers simultaneously
• Exposure to Azure AD / Entra ID environments

Compensation & Benefits

• Base salary: $68,000 – $75,000 (depending on experience)
• Health insurance
• 401(k)
• Paid time off
• Hybrid work model
• Paid training and certification support
• Clear growth path to Tier 1.5 / Tier 2

Why This Role Is Different

• You’re not stuck on password resets all day
• You’ll work in real client environments, not a call-center queue
• You’ll gain exposure to cloud, security, and infrastructure
• Growth is based on skill, not tenure

Additional Requirements

Ability and willingness to obtain CompTIA A and Network certifications within 6 months of hire (required; company-supported).

Employment Classification

This is a full-time, exempt (salaried) position.

Job Types: Full-time, Permanent

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance

Work Location: Hybrid remote in Fort Lauderdale, FL. On-site work will be required weekly.