A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
ASAP Position Summary We are seeking an experienced L2 Technical Support Engineer to provide enterprise-level technical support in a fast-paced environment supporting approximately 3,000 users. The ideal candidate will have strong expertise in Microsoft Intune, Microsoft 365, endpoint management, and troubleshooting complex desktop and infrastructure issues. This individual will serve as a senior escalation point for technical support incidents while driving operational excellence and end-user satisfaction. Key Responsibilities Provide advanced Level 2 technical support for desktops, laptops, mobile devices, Microsoft 365 applications, and enterprise endpoints. Serve as a technical escalation point for Level 1 Service Desk teams, resolving complex incidents and performing root cause analysis. Manage and support Microsoft Intune and Windows Autopilot environments, including device provisioning, software deployment, patch management, compliance policies, and endpoint security. Troubleshoot Windows, Microsoft 365, networking, VPN, Wi-Fi, hardware, software, and peripheral-related issues. Support user onboarding activities, endpoint setup, access coordination, and device lifecycle management. Collaborate with infrastructure, security, and engineering teams to resolve enterprise-wide technical issues. Create and maintain technical documentation, knowledge articles, and operational procedures. Identify recurring issues, conduct trend analysis, and implement long-term corrective actions through Problem Management practices. Provide support for conference room technologies, AV systems, printers, and executive support needs. Ensure adherence to IT service management processes, SLAs, and change management procedures. Required Qualifications 6+ years of enterprise IT support, desktop engineering, or technical support experience. Strong hands-on experience in L2 technical support, incident management, escalation handling, and troubleshooting complex enterprise environments. Extensive experience supporting Microsoft Intune and Windows Autopilot. Strong knowledge of Microsoft 365 administration and support, including Outlook, Teams, OneDrive, and Office applications. Experience with Active Directory, endpoint management, device imaging, software deployment, and patch management. Strong troubleshooting skills across Windows operating systems, hardware, networking, VPN, Wi-Fi, printers, and peripheral devices. Experience working with Jira Service Management or similar ITSM platforms. Ability to perform root cause analysis and drive operational improvements. Excellent communication and customer service skills with the ability to support technical and non-technical users.
Pay:
$85,000.00 - $95,000.00 per year
Experience:
Microsoft Intune:
4 years (Required) Microsoft 365: 4 years (Required) Endpoint management: 4 years (Required)
