L2 Technical Support Analyst -- On-Site in Fort Lauderdale

We are seeking a customer-focused and technically skilled L2 Technical Support Analyst to be permanently based at a corporate office client site. As the primary on-site IT resource, you will serve as the escalation point beyond the L1 helpdesk, owning the resolution of intermediate to complex issues across Windows endpoints, Microsoft 365, and AV / conference room technology. You will work closely with end users, building trusted relationships while maintaining a high standard of service delivery in a professional corporate environment., Windows Endpoints & Hardware

• Provide L2 troubleshooting and resolution for Windows 10/11 desktop and laptop issues, covering OS, drivers, peripherals, and performance.

• Image, configure, and deploy workstations and laptops for new hires and hardware refresh cycles.

• Use SCCM (Configuration Manager) to deploy software packages, enforce patch compliance, and manage device collections.

• Manage hardware inventory, asset tagging, and lifecycle tracking for all on-site devices.

• Coordinate warranty repairs and hardware replacements with vendors.

• Escalate complex infrastructure or network-related issues to L3/remote teams with clear documentation.

Microsoft 365 & Cloud Applications

• Administer and troubleshoot Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, and Office applications.

• Manage user accounts, mailboxes, distribution lists, and licensing via Microsoft 365 Admin Center and Entra ID (Azure AD).

• Support Teams meetings, telephony (Teams Phone), and collaboration issues for on-site staff.

• Assist with OneDrive and SharePoint access, permissions, and sync issues.

• Participate in Microsoft 365 rollouts, migrations, and new feature deployments as directed by the project team.

AV & Conference Room Technology

• Perform daily checks and proactive maintenance of all conference rooms and AV equipment on-site.

• Troubleshoot and resolve issues with video conferencing systems (Microsoft Teams Rooms, Zoom Rooms, or equivalent), displays, cameras, microphones, and room controllers.

• Set up and support AV for executive meetings, all-hands events, and external presentations.

• Liaise with AV vendors for escalated repairs, firmware updates, and room system replacements.

• Maintain documentation of room configurations, equipment inventories, and known issue resolutions.

General Support & Service Delivery

• Act as the on-site escalation point for L1 tickets that require physical presence or deeper technical investigation.

• Log, track, and resolve tickets within defined SLA targets using the ITSM platform (ServiceNow, Jira, or equivalent).

• Communicate clearly with end users on ticket status, workarounds, and resolution timelines.

• Contribute to the knowledge base by documenting recurring issues and their solutions.

• Participate in change management processes for on-site changes, including maintenance windows and scheduled deployments.

• Microsoft certifications: MD-102, MS-900, or MS-365 Fundamentals.

• Experience with Microsoft Intune or other MDM platforms for endpoint management.

• Familiarity with Microsoft Teams Rooms (MTR) administration and management.

• Basic networking knowledge: DNS, DHCP, Wi-Fi troubleshooting, VPN connectivity.

• Experience in a managed services or outsourced IT support model (MSP environment).

• ITIL Foundation certification or working knowledge of ITIL service management principles.

Core Competencies

• Customer presence - professional, approachable, and confident working directly at a client site.

• Ownership mindset - takes responsibility for issues through to resolution without hand-off gaps.

• Clear communication - translates technical problems into plain for non-technical users.

• Adaptability - comfortable shifting priorities as on-site needs evolve throughout the day.

• Attention to detail - accurate ticket documentation and asset management habits.