On Site Level 2 Support Engineer

We're thrilled that you are interested in joining us here at the Amynta Group! 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 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 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 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 Incident, Request & Problem Management 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 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) 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 Soft Skills & Business Acumen 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 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 insurance‑focused environments Success Factors for This Role A successful Service Desk On‑Site Level 2

Support Engineer:

Resolves most issues without escalation Acts as a trusted on‑site 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. About Us Amynta Group is a premier insurance services company with more than $3.5 billion in managed premium and 2,000 associates across North America, Europe, and Australia. An independent, customer-centered and underwriting-focused company, Amynta serves leading carriers, wholesalers, retail agencies, auto dealers, OEMs, and consumer product retailers with innovative insurance and warranty protection solutions.

Amynta operates through three segments:

Managing General Agencies; Warranty, including automotive, consumer and specialty equipment; and Specialty Risk Services. For more information, visit amyntagroup.com. Benefits This link leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.

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