L2 Support Engineer_Onsite

Role: Level 2 Technical Support Engineer
Location: Berwyn, PA -Onsite Work
Duration: 6+ Months of Contract

Job Summary:

We’re looking for a skilled Technical Support Specialist to join our deskside Level 2 support team. In this role, you’ll serve as a senior technical resource for escalated issues, lead hands-on troubleshooting across hardware, software, and endpoint support needs, and partner with cross-functional teams to improve service delivery and user experience. This role is ideal for someone who enjoys solving complex problems, working independently, and driving operational improvements that make a direct impact.

Job Responsibilities:

• Lead site-based L2 initiatives, involving the L1 Global Service Desk as necessary, and serve as a senior technical resource for complex escalations and operational improvements. Participate in project teams tasked with executing changes.
• Collaborate with Security Operations and other cross-functional IT teams to enhance both security posture and end-user experience.
• Act as a primary technical escalation point for Level 1 technicians, addressing troubleshooting, process, and procedural queries while providing guidance and coaching as needed.
• Maintain an inventory of all equipment and software licenses, and work with system administrators and engineering teams on lifecycle planning, projects, and problem resolution as needed.
• Manage the onboarding process for new users, including device readiness and access coordination, and create documentation for processes and procedures in the Service Desk on Jira/Confluence.
• Generate and analyze ad hoc operational reports for management, including details from endpoint tools, Active Directory, ticket information, and related support systems.
• Independently identify chronic issues through the Problem Management process and drive improvement projects from intake through implementation, partnering with cross-functional teams as needed to deliver durable operational outcomes.
• Oversee the Autopilot image and device provisioning process, ensuring it aligns with organizational standards and end-user requirements.
• Perform remote and onsite troubleshooting of hardware, software, networking, and endpoint management issues for a range of clients.
• Provide Level 2 tech support at the desktop level, including installing and upgrading software, installing hardware, configuring systems and applications, and troubleshooting end-user devices, conference room technology, and environmental factors such as WiFi.
• Follow the documented escalation process for Level 3 (Solutions) or management assistance, applying sound judgment and ensuring clear communication across in-person, phone, email, or remote desktop support.
• Train users on new company-provided applications and assist with problem-solving for supported applications. Suggest training ideas and support content based on trends identified through support interactions.
• Participate in patching and upgrade testing with Intune/EUC administrators and document internal procedures and support standards.
• Follow up with customers and stakeholders to ensure issues are resolved and be available for night and weekend support during critical periods.
• Provide AV support for executive presentations and maintain conference room equipment, helping ensure readiness for high-visibility onsite events. Additional or different functions may be assigned as needed.
• Adherence to and application of Envestnet legal, compliance, risk, business continuity and administrative policy within the role and department(s) including the timely completion of training & awareness, affirmations and testing as requested. 
• As part of the responsibilities for this role, you will understand and readily support Envestnet''s established corporate business practices, policies, internal controls and procedures designed to create value or minimize risk

Required Qualifications:

• Bachelor’s degree in technology or related subject, or equivalent combination of education and work experience. 
• 6+ years of experience as a computer support specialist, including experience handling escalated issues and complex troubleshooting.
• Strong aptitude in Windows repairs, spyware and virus removal, hardware, upgrades and troubleshooting. Preference will be given to those with matching macOS experience.[DM1] 
• Strong interpersonal and customer service skills, with the ability to operate as a senior technical resource in a fast-paced support environment.
• Knowledge of methodologies used to support enterprise computer systems and troubleshoot computer equipment malfunctions.
• Ability to communicate technical problems effectively with both technical and non-technical groups.
• Must maintain confidentiality. 

Preferred Qualifications:

• Jira Service Desk experience preferred. 
• Prior experience with Intune or Autopilot endpoints preferred.