IT Support Engineer II

Are you the person people call when a technical problem refuses to cooperate — and the person clients are relieved to hear from?

Entice Technology is looking for an experienced, personable IT Support Engineer II to strengthen our service desk. Reporting to the Service Desk Supervisor and working closely with our support and operations team, you’ll take ownership of complex technical issues, assist with projects, visit client locations when hands-on help is needed, and contribute ideas that make our entire service operation better.

This is not a role for someone who only wants to close tickets. We’re looking for someone who enjoys solving the real problem, communicating clearly, and building lasting relationships with the people we support.

One day you might untangle a Microsoft 365 identity issue, the next help deploy a firewall or wireless network at a client’s office, and later identify a recurring problem that can be documented or automated away.

What You’ll Do

• Own escalated technical requests from initial investigation through complete resolution.

• Diagnose and resolve issues involving Microsoft 365, Entra ID, Intune, Windows endpoints, business applications, identity, networking, backups, and cybersecurity tools.

• Keep clients informed with timely updates, realistic expectations, and clear explanations without unnecessary technical jargon.

• Develop strong client relationships by listening carefully, understanding how people work, and becoming a trusted technical resource.

• Remain patient, reassuring, and professional when helping clients who may be frustrated, concerned, or unfamiliar with technology.

• Support user onboarding and offboarding, device deployments, Microsoft 365 improvements, security remediation, network upgrades, and other client projects.

• Troubleshoot DNS, DHCP, VPNs, firewalls, switching, wireless networks, endpoint security, and access-related problems.

• Provide occasional onsite support at client locations throughout the Denver Metro area.

• Document troubleshooting, configurations, resolutions, and client-environment information accurately and promptly.

• Identify recurring problems and recommend better standards, documentation, automation, or permanent solutions.

• Share knowledge with teammates and help strengthen the technical capabilities of the entire service desk.

• Follow established security, documentation, change-management, and escalation procedures.

• Help Entice continue delivering the proactive, accountable IT partnership our clients expect.

What We’re Looking For

• Three or more years of hands-on IT support experience; MSP experience is strongly preferred.

• Strong knowledge of Microsoft 365 administration, Windows, Entra ID, endpoint management, and business networking.

• Experience troubleshooting technical issues independently and knowing when additional expertise or escalation is appropriate.

• Familiarity with PSA, RMM, remote-support, documentation, endpoint-security, and device-management platforms.

• Experience with tools such as Halo PSA, NinjaOne, SentinelOne, Intune, AutoElevate, and Ubiquiti UniFi is helpful but not required.

• Excellent interpersonal skills and a natural ability to establish rapport with clients, coworkers, vendors, and business leaders.

• The ability to translate technical information into clear, comfortable conversations with nontechnical people.

• Strong organization, follow-through, and attention to detail while managing multiple priorities.

• A security-conscious mindset, intellectual curiosity, and genuine interest in continuing to learn.

• Relevant Microsoft, CompTIA, networking, or security certifications are a plus, although practical ability and sound judgment matter most.

Location and Local Travel

This position requires residence in the Denver Metro area and availability for occasional onsite work at client locations throughout the region. Candidates must have a valid driver’s license and a reliable means of local transportation.

Onsite visits may include troubleshooting, equipment installation, workstation deployments, network work, project assistance, or simply being present when a client needs hands-on support.

Why Entice Technology?

Entice Technology is a referral-built managed IT provider serving businesses since 2001. We are a small, experienced team where your work is visible, your ideas can improve how we operate, and clients get to know you by name.

You won’t disappear into a large support organization or spend every day handling the same narrow category of ticket. You’ll work across Microsoft 365, cybersecurity, cloud services, endpoints, networking, automation, and real-world business challenges.

Most importantly, you’ll join a team that believes excellent IT service is about more than technology. It is about ownership, communication, trust, and making people’s workdays better.

How to Apply

We’re always looking for talented technicians — even when a role isn’t formally posted. If this sounds like you, reach out through our contact page and tell us a little about yourself and the problems you love to solve.