Tier 2 IT Support Specialist
Home-Based / Hybrid – 3 Days Remote / 2 Days Onsite in Sunrise, Florida
About Artemis IT
Artemis IT is a leading Managed Services Provider (MSP) based in Melbourne, Florida. For more than 30 years, we’ve helped organizations throughout Florida leverage technology to improve productivity, security, and business success.
Our technical team supports a wide variety of customer environments and technologies, providing an opportunity to continuously learn, solve new challenges, and build a long-term career in IT.
If you’re passionate about technology, enjoy solving problems, take ownership of customer issues, and want to continue developing your skills in Microsoft cloud and modern workplace technologies, we’d love to meet you.
Position Summary
The Tier 2 IT Support Specialist serves as an escalation resource for our Tier 1 Service Desk and support team and plays a key role in delivering exceptional technical support to our managed services customers.
This is a home-based hybrid position located in South Florida. The specialist will typically spend two days per week providing onsite technical support at an assigned Artemis IT customer location in Sunrise, Florida, and three days per week working remotely from home as part of our Tier 2 support and escalation team. Some additional customer dispatching may be required during traditional remote work from home days.
Candidates should live within a reasonable commuting distance of Sunrise and be comfortable traveling to the assigned customer location on scheduled onsite days. Occasional travel to other customer locations may be required based on business needs.
The ideal candidate has solid troubleshooting skills across Windows desktop, Microsoft 365, Active Directory, and networking, along with exposure to server, cloud, endpoint management, and infrastructure technologies.
This role requires someone who can think critically, take ownership of technical issues through resolution, communicate effectively with customers, identify root causes, and recognize opportunities to reduce recurring problems.
This is an excellent opportunity for an experienced IT support professional who wants the flexibility of a primarily home-based position while maintaining direct customer interaction and developing deeper expertise in Microsoft Entra ID, Intune, endpoint management, cybersecurity, automation, and Microsoft Modern Workplace technologies.
What You’ll Do
Tier 2 Support & Escalation
- Own escalated Tier 2 support issues through resolution, coordinating with senior engineers when additional escalation is required.
- Provide remote Tier 2 escalation support to Artemis IT managed services customers during home-based workdays.
- Troubleshoot and resolve Windows desktop, Microsoft 365, Active Directory, server, network, and application issues.
- Identify root causes and recurring technical problems and recommend improvements that increase reliability and reduce future support requests.
- Provide clear and professional communication to customers throughout the troubleshooting and resolution process.
- Collaborate with Tier 1 technicians and other technical team members to resolve issues and share knowledge.
- Assist with more advanced technical issues and projects under the guidance of senior administrators and engineers.
Dedicated Onsite Customer Support
- Serve as the assigned onsite technical resource for an Artemis IT managed services customer in Sunrise, Florida, approximately two days per week.
- Build strong relationships with customer users and leadership while providing responsive, professional technical support.
- Proactively identify technology issues and opportunities for improvement while onsite rather than relying solely on incoming support requests.
- Troubleshoot workstation, printer, conference room, network, wireless, and other technology issues.
- Maintain accurate customer documentation and communicate issues requiring additional resources or follow-up to the appropriate Artemis team members.
Microsoft 365 & Modern Workplace
- Perform routine Microsoft 365 administration and troubleshooting, including user accounts, licensing, groups, permissions, Exchange Online, Teams, SharePoint, and OneDrive.
- Support Microsoft Entra ID identities, authentication, MFA, and access-related issues.
- Assist with Microsoft Intune device enrollment, configuration, application deployment, compliance, and policy management.
- Support Windows 10/11 device configuration, troubleshooting, security, and lifecycle management.
- Develop increasing proficiency with Microsoft Modern Workplace technologies through hands-on experience, training, and certification.
Systems & Infrastructure Support
- Support Windows Server and Active Directory environments.
- Troubleshoot DNS, DHCP, Group Policy, VPN, firewall, wireless, and network connectivity issues.
- Assist with server, virtualization, backup, and infrastructure-related support.
- Participate in new customer onboarding, technology refreshes, migrations, and infrastructure projects.
- Collaborate with senior administrators and engineers on more advanced cloud and infrastructure issues.
Documentation & Continuous Improvement
- Maintain accurate ticket notes, technical documentation, procedures, and customer environment information using Autotask PSA and IT Glue.
- Document technical solutions and contribute to internal knowledge-base articles and standard operating procedures.
- Identify opportunities to improve support processes, documentation, standardization, and automation.
- Participate in knowledge sharing with other members of the technical team.
- Participate in a rotating after-hours on-call schedule.
What We’re Looking For
Required Qualifications
- 3+ years of professional, hands-on IT support experience.
- Strong Windows 10/11 troubleshooting skills.
- Experience administering and troubleshooting Microsoft 365.
- Experience with Active Directory user, computer, group, and permissions administration.
- Working knowledge of DNS, DHCP, TCP/IP, VPN technologies, and common networking concepts.
- Ability to troubleshoot common network connectivity issues.
- Experience using PSA, ticketing, remote support, and technical documentation systems.
- Demonstrated ability to take ownership of technical issues and work them through resolution.
- Strong analytical and troubleshooting skills.
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Strong organizational and documentation skills.
- Ability to work independently from a home-based work environment while collaborating effectively with a distributed technical team.
- Ability to reliably commute to the assigned customer location in Sunrise, Florida approximately two days per week.
- Reliable transportation for onsite customer support responsibilities.
- A genuine interest in continuous learning and professional development.
Experience working in an MSP or other multi-client support environment is highly preferred.
Preferred Experience
Experience with one or more of the following is highly desirable, but experience with every technology is not expected:
- Windows Server
- Active Directory and Group Policy
- Microsoft Entra ID
- Microsoft Intune
- Microsoft Defender
- Windows Autopilot
- Exchange Online
- Microsoft Teams
- SharePoint and OneDrive
- Azure
- Fortinet firewalls
- Network switching, VLANs, and wireless networking
- Hyper-V or VMware
- Datto RMM
- Datto BCDR
- Veeam Backup
- Autotask PSA
- IT Glue
- PowerShell scripting and automation
Certifications
Industry certifications are valued but are not required when equivalent hands-on technical experience can be demonstrated.
Relevant certifications include:
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft SC-900 – Security, Compliance, and Identity Fundamentals
- Microsoft MD-102 – Endpoint Administrator
- Microsoft SC-300 – Identity and Access Administrator
- Fortinet FCA/FCP or equivalent
Artemis provides training and certification opportunities to help our technical team continue developing their skills.
Technology You’ll Work With
Our technical team works across a broad technology stack that includes:
Microsoft 365 Entra ID Intune Windows 10/11 Windows Server Active Directory Microsoft Defender Fortinet Datto RMM Datto BCDR Autotask PSA IT Glue Hyper-V Veeam PowerShell
You are not expected to already be an expert in every platform. We are looking for strong technical fundamentals, troubleshooting ability, customer service, ownership, and the desire to continue learning.
What Success Looks Like
Within your first year, you should be able to:
- Independently resolve most Tier 2 support issues within your areas of responsibility.
- Provide exceptional onsite technical support and build a strong relationship with your assigned customer in Sunrise.
- Work effectively and independently from your home office while remaining connected and collaborative with the Artemis service team.
- Effectively troubleshoot Windows, Microsoft 365, Active Directory, and common networking issues.
- Recognize when an issue requires escalation and effectively collaborate with senior technical resources.
- Maintain accurate, useful customer and technical documentation.
- Identify recurring technical issues and recommend improvements that address the root cause.
- Demonstrate increasing proficiency with Microsoft Entra ID, Intune, endpoint management, security, and automation.
- Share knowledge and help strengthen the capabilities of the overall service team.
Why Join Artemis IT?
At Artemis IT, you’ll work alongside a collaborative team that believes in sharing knowledge, solving problems together, and investing in professional growth.
We are committed to helping our technical staff build careers—not just jobs.
We provide:
- Home-based work three days per week
- A consistent two-day-per-week onsite customer assignment
- Health, dental, and vision insurance
- 401(k)
- Paid Time Off and company holidays
- Paid Microsoft certification training
- Career advancement opportunities
- Exposure to a wide variety of technologies and industries
- Hands-on experience with Microsoft Entra ID, Intune, Microsoft 365, and modern cloud technologies
- Opportunities to work alongside experienced administrators and engineers
- A supportive, team-oriented environment where ideas and continuous improvement are encouraged
Grow Your Career
The Tier 2 IT Support Specialist is part of Artemis IT’s defined technical career path.
As your skills and experience grow, advancement opportunities may include roles such as:
- Modern Workplace Systems Administrator
- Senior Support Specialist
- Systems Engineer
- Cloud Engineer
As Artemis continues expanding our Microsoft Modern Workplace practice, you’ll have opportunities to develop deeper expertise in cloud identity, endpoint management, automation, cybersecurity, infrastructure, and Microsoft cloud technologies.
If you are a strong IT support professional in the South Florida area who enjoys solving problems, working directly with customers, taking ownership of technical issues, and continuously developing your skills, we’d like to hear from you.
Ready to build your career with Artemis IT? Apply today.
Job Type: Full-time
Pay: $52,000.00 - $62,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- How many years of professional IT support experience to you have?
- Have you worked in a Managed Service Provider (MSP) or multi-client IT support environment before?
- What is your desired annual salary for this role?
- Briefly describe your experience with Windows Server environments.
- Briefly describe your experience with Windows Desktop and M365 environments.
- Briefly describe your experience with Firewalls, Routing, and Network Switching.
- Why do you believe you would be a good fit for this role?
- Briefly describe your experience with Microsoft Entra ID and Intune.
Ability to Commute:
Ability to Relocate:
- Sunrise, FL: Relocate before starting work (Required)
Work Location: Hybrid remote in Sunrise, FL
