On Site Level 2 Support Engineer
Job in
Sarasota, Sarasota County, Florida, 34232, USA
Listed on 2026-06-02
Listing for:
The Amynta Group
Full Time
position Listed on 2026-06-02
Job specializations:
-
IT/Tech
IT Support, Technical Support, HelpDesk/Support, Systems Administrator
Job Description & How to Apply Below
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 Quick Books, Vertafore IMS and Image Right) 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
End-User & On-Site Support
- 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)
- One Drive and SharePoint (user access, sync issues, permissions)
- Troubleshoot identity and access issues related to Azure AD / Entra , MFA, and conditional access
- Support Windows OS troubleshooting, updates, encryption (Bit Locker), and endpoint security tools
- Serve as a key support contact for line-of-business applications, including but not limited to:
- Vertafore IMS
- Vertafore Image Right
- 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 Service Now
- 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
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, One Drive, SharePoint)
- Active Directory / Entra (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 Service Now
- 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
- Experience supporting one or more of:
Vertafore IMS, Image Right, Quick Books, Insurity - Experience with Intune,…
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