On Site Level 2 Support Engineer
About The Position
As part of the Service Desk, the On Site Level 2 Support Engineer provides advanced, hands on technical support for end user computing, Microsoft technologies, and core business applications. This role acts as the on-site and technical escalation point between the Service Desk Level 1 team and other Level 2/3 engineering teams. This position supports hardware deployments, troubleshooting, Microsoft 365 services, and critical business applications (such as QuickBooks, Vertafore IMS and ImageRight) while delivering a high quality, professional support experience to business users. The role requires strong technical skills, customer service presence, and the ability to translate business needs into effective technology solutions.
Requirements
- 3–5 years of experience in IT support or Service Desk Level 2 / Desktop Support roles
- Strong working knowledge of: Windows 11
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Active Directory / Entra ID (users, groups, access troubleshooting)
- Hands‑on experience with hardware deployment, imaging, and troubleshooting
- Experience supporting line‑of‑business applications in a corporate environment
- Familiarity with ITSM tools preferably ServiceNow
- Strong customer service mindset with the ability to support non‑technical users
- Ability to communicate clearly and professionally with business stakeholders
- Comfortable prioritizing work based on business impact and urgency
- Able to work independently while collaborating effectively with cross‑functional IT teams
Nice To Haves
- Experience supporting one or more of: Vertafore IMS, ImageRight, QuickBooks, Insurity
- Experience with Intune, Autopilot, and modern endpoint management
- ITIL Foundation or equivalent service management experience
- Previous experience in regulated or insurance‑focused environments
Responsibilities
- Provide Level 2, technical support for desktops, laptops, mobile devices, peripherals, and meeting room technology
- Act as the on‑site escalation point for incidents and service requests unresolved by Level 1 support
- Support new‑hire and employee lifecycle events including device provisioning, onboarding, and offboarding support
- Deliver “white‑glove” support for executives, business leaders, and priority users as required
- Perform hardware imaging, deployment, refreshes, and replacements
- Troubleshoot device issues including hardware failures, performance issues, drivers, and OS errors
- Support Windows 11 builds, device enrollment, and configuration using Intune / Autopilot (where applicable)
- Assist with asset tracking, inventory management, and equipment recovery
- Provide advanced support for Microsoft 365 services including: Outlook, Exchange Online (shared mailboxes, calendars, distribution lists), Teams (chat, meetings, voice basics, peripherals), OneDrive and SharePoint (user access, sync issues, permissions)
- Troubleshoot identity and access issues related to Azure AD / Entra ID, MFA, and conditional access
- Support Windows OS troubleshooting, updates, encryption (BitLocker), and endpoint security tools
- Serve as a key support contact for line‑of‑business applications, including but not limited to: Vertafore IMS, Vertafore ImageRight
- Troubleshoot application access issues, user configuration problems, and basic functional questions
- Coordinate with application owners, vendors, and Level 3 teams for deeper application issues
- Ensure issues are documented, tracked, and resolved within SLAs
- Resolve incidents and service requests following ITIL‑aligned Service Desk processes
- Accurately document troubleshooting steps, root cause, and resolution details in ServiceNow
- Identify recurring issues and escalate trends to Problem Management or engineering teams
- Participate in major incident support and on‑site response as required
- Create and update knowledge articles and SOPs for repeatable support processes
- Mentor Level 1 Service Desk technicians and assist with skill development
- Contribute to Service Desk improvement initiatives, automation opportunities, and standardization efforts
Benefits
- Competitive Medical, Dental, Vision, Disability, and Life insurance
- 401k with Company Match
- Generous Paid Vacation
- Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
