L2 - Desktop Support Engineer
Confidential Company
Fort Lauderdale, FL
About the Opportunity
We are a high-performing IT services organization known for delivering white-glove desktop and infrastructure support in fast-paced, dynamic environments. Our team combines technical expertise with responsiveness and professionalism to provide an exceptional user experience to a wide range of clients.
We are seeking a Level 2 Desktop Support Engineer to join our growing team. In this role, you will take ownership of escalated technical issues, provide advanced troubleshooting, and serve as a trusted resource for end users and VIP executives. You will work across Microsoft, Azure, and O365 environments—sometimes dedicated to a high-profile client, other times providing coverage across multiple clients on-site.
This is a client-facing, hands-on position where you’ll resolve complex incidents, mentor Level 1 engineers, and contribute to continuous service improvements.
What You’ll Do
As a Level 2 Engineer, you will:
Resolve escalated Level 1 and Level 2 support tickets, including:
Microsoft 365 services (Outlook, Teams, SharePoint)
Windows 10/11 desktop issues, application failures, and performance troubleshooting
Remote access solutions (VPN, Citrix, Terminal Services) and client/server connectivity
VIP user support, including rapid-response incident handling
File restores, network shares, and printer troubleshooting
Network and WiFi desktop-level issues
Perform system maintenance and upgrades including patching, version updates, and endpoint security configuration
Manage Active Directory and Azure AD tasks: user creation/removal, group policy application, access permissions, and MFA configuration
Use RMM and MDM tools for remote troubleshooting, monitoring, and endpoint management
Coordinate with vendors for escalated hardware, warranty, or software support issues
Create and maintain clear, detailed documentation within the ticketing system
Provide guidance and escalation support to Level 1 engineers, helping them resolve recurring or complex issues
Who You Are
A strong communicator who can translate technical solutions into plain language for end users
Proactive, customer-focused, and responsive, with a commitment to delivering exceptional service
Experienced in desktop support (3–5+ years) with demonstrated ability in:
Microsoft 365 (Outlook, SharePoint, Teams) administration and troubleshooting
Windows 10/11 and Windows Server environments
Active Directory, Group Policy, and MFA configuration
VPN setup, endpoint connectivity, and remote access troubleshooting
File system permissions, network shares, and basic backup/restoration tasks
Hardware troubleshooting for desktops, laptops, and peripheral devices
Familiar with ITIL practices, ticket escalation processes, and SLA adherence
Bonus Points For
Previous experience with a Managed Services Provider (MSP)
Exposure to Microsoft Azure administration (roles, policies, access management)
Experience with VMware, Hyper-V, or virtual desktop infrastructure (VDI)
Familiarity with advanced endpoint security and compliance requirements
Why Work With Us
Meaningful client impact – Play a key role in delivering advanced IT support that keeps organizations running efficiently
Professional growth – Access mentorship, certifications, and a clear career path toward senior engineering and system administration roles
Dynamic environment – Gain exposure to diverse client infrastructures across desktops, cloud, and enterprise systems
Supportive team culture – Join a collaborative group that values knowledge-sharing and continuous improvement
Competitive package – Strong salary, benefits, and growth opportunities