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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.

Key Responsibilities

EndUser & OnSite Support

• Provide Level 2, technical support for desktops, laptops, mobile devices, peripherals, and meeting room technology
• Act as the onsite escalation point for incidents and service requests unresolved by Level 1 support
• Support newhire and employee lifecycle events including device provisioning, onboarding, and offboarding support
• Deliver "whiteglove" support for executives, business leaders, and priority users as required

Hardware Deployment & Device Lifecycle

• 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

Microsoft Platform Support

• 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

Business Application Support

• Serve as a key support contact for lineofbusiness 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

Incident, Request & Problem Management

• Resolve incidents and service requests following ITILaligned 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 onsite response as required

Knowledge & Continuous Improvement

• 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

Required Qualifications

Technical Skills

• 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)
• Handson experience with hardware deployment, imaging, and troubleshooting
• Experience supporting lineofbusiness applications in a corporate environment
• Familiarity with ITSM tools preferably ServiceNow

Soft Skills & Business Acumen

• Strong customer service mindset with the ability to support nontechnical 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 crossfunctional IT teams

Preferred Qualifications

• 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 insurancefocused environments

Success Factors for This Role

A successful Service Desk OnSite Level 2 Support Engineer:

• Resolves most issues without escalation
• Acts as a trusted onsite IT presence for business users
• Improves user satisfaction through responsiveness, professionalism, and customer service skills
• Identifies recurring issues and helps the organization reduce ticket volume over time

Benefits We Offer

• Hybrid work option available

• Competitive Medical, Dental, Vision, Disability, and Life insurance

• 401k with Company Match

• Generous Paid Vacation

• Paid Holidays

The Amynta Group (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any ground of discrimination protected by applicable human rights legislation. The information collected is solely used to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation throughout the recruitment process in accordance with applicable human rights and accessibility legislation. A reasonable accommodation is an adjustment to processes, procedures, methods of conveying information and/or the physical environment, which may include the provision of additional support, in order to remove barriers a candidate may face during recruitment such that each candidate has an equal employment opportunity. The Company will accommodate a candidate to the point of undue hardship. Please inform the Company's personnel representative if you require any accommodation in the application process.