Support Engineer / Project Manager

This role serves as both an advanced support resource and a project lead, handling escalated technical issues while managing timelines, client communication, scheduling, and coordination across multiple concurrent projects.

Candidates should have proven experience working in a fast-paced IT support environment and the ability to balance hands-on technical work with organization, communication, and follow-through. This individual should be comfortable serving as a point of contact for users, clients, vendors, and internal team members, ensuring both support issues and project deliverables are completed professionally, accurately, and on time.

Requirements

BASIC QUALIFICATIONS:

• Bachelor’s degree in computer science, Information Technology, or related discipline or more than 3+ years of related experience.
• 3+ years of desktop support experience, including hardware and software troubleshooting.
• 2+ years supporting Microsoft 365 administration and endpoint security tools.
• 2+ years of hands-on Azure and/or Intune administration experience.
• Experience coordinating technical projects, implementations, upgrades, or client-facing deliverables.
• Strong understanding of computers, networks, and how they are used in business environments.
• Excellent written and verbal communication skills.
• Strong organizational, scheduling, and follow-up skills.
• Ability to work in a team environment while independently resolving complex technical issues.
• Demonstrated ability to handle technical escalations and mentor junior team members.

REQUIRED SKILLS:

Experience supporting and configuring several of the following IT technologies:

• Microsoft Azure AD, Intune, and conditional access policies
• Microsoft 365 admin center, including licensing, mail flow, security, and compliance
• Endpoint Detection & Response (EDR) solutions and patch management
• Windows Server 2016/2019/2022, Active Directory, DNS, and DHCP
• Network support and troubleshooting, including firewalls, switches, and wireless access points
• VoIP technologies such as Asterisk, Cisco, or equivalent
• Windows 10/11 and common business applications
• Remote monitoring and management (RMM) tools
• PowerShell scripting or automation experience is a plus
• Relevant certifications such as CompTIA Network+, Microsoft 365 Certified, or similar preferred
• Ability to manage priorities, deadlines, dependencies, and moving parts across multiple simultaneous projects
• Ability to communicate project status, scheduling changes, risks, and completion updates clearly to clients and internal teams.

PRIMARY RESPONSIBILITIES:

• Serve as an escalation point for Tier I technicians and assist in resolving complex technical issues.
• Perform advanced troubleshooting for desktops, laptops, networking equipment, cloud services, and business applications.
• Respond to escalated service tickets in a timely and professional manner.
• Mentor junior technicians and contribute to documentation and knowledge sharing.
• Assist with the deployment and configuration of computers, software, and peripherals.
• Manage advanced Microsoft 365 tasks, including migrations, permissions, and advanced configurations.
• Administer Active Directory, Intune, DNS, DHCP, and group policies.
• Participate in system health monitoring, backups, and patching procedures.
• Coordinate with vendors or third-party support as needed for issue resolution.
• Maintain accurate ticket documentation and adhere to service expectations and SLAs.
• Lead and coordinate technical projects, including upgrades, deployments, migrations, and infrastructure improvements.
• Own project timelines and help ensure deliverables are completed on schedule.
• Communicate directly with clients regarding project plans, status updates, scheduling, expectations, and next steps.
• Build, maintain, and adjust project schedules based on priorities, dependencies, and resource availability.
• Coordinate work across multiple projects at once, keeping tasks organized and stakeholders informed.
• Identify project risks, delays, or blockers and escalate concerns appropriately.
• Work closely with technical staff and leadership to ensure projects are aligned, properly scheduled, and successfully executed.
• Perform other duties as assigned.

Benefits

• $70,000–$85,000/year + paid on-call bonus
• PTO accrual begins after 90 days and increases over time
• Health insurance (Florida Blue plans; Enterfusion covers 60% of employee premium)
• 100% company-paid dental, vision, and life insurance
• Short- & long-term disability
• SIMPLE IRA with company match
• Certification/training reimbursement