Level 2 Technical Support Engineer

Accion Labs; Berwyn (PA); On-site; USD 70,000 - 95,000; Full time

Job summary

Accion Labs is seeking an experienced L2 Technical Support Engineer to provide enterprise-level support for ~3,000 users in a fast-paced environment. The ideal candidate will have strong expertise in Microsoft Intune, Microsoft 365, endpoint management, and troubleshooting complex desktop and infrastructure issues.

The role acts as a senior escalation point for technical support incidents while driving operational excellence and end-user satisfaction. Start date ASAP for a 12-month contract.

Qualifications

• 6+ years in enterprise IT support or desktop engineering.
• Strong L2 support and incident management with complex environments.
• Extensive experience with Intune and Windows Autopilot.
• Strong Microsoft 365 admin skills including Outlook/Teams/OneDrive.

Responsibilities

• Provide advanced Level 2 technical support for desktops, laptops, mobile devices, Microsoft 365 apps, and enterprise endpoints.
• Escalate to L1 where needed; perform root cause analysis and drive fixes.
• Manage Microsoft Intune and Windows Autopilot environments, including provisioning and patching.
• Troubleshoot Windows, networking, VPN, Wi-Fi, printers, and peripherals.
• Support user onboarding, device setup, and lifecycle management.
• Collaborate with infra, security, and engineering teams on enterprise issues.
• Create and maintain technical docs and procedures.
• Identify recurring issues and drive long-term corrective actions.
• Support conference room tech, AV, printers, and executive needs.

Skills

Intune

Microsoft 365

Endpoint mgmt

Desktop troubleshooting

Incident management

Jira Service Management

Customer service

Tools

Jira Service Management

Job description

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.

L2 Technical Support Engineer

Duration: 12-Month Contract

Start Date: ASAP

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.