Experienced Level 2 Support Engineer - NYC

Ripple IT•New York, NY

19d

About The Position

Ripple is looking for an experienced Level 2 Support Engineer. That means you probably have around 5 years of IT experience. You are definitely enthusiastic about both people and IT. Here’s the mission of the job, and what you can expect. Mission for the Ripple Support Engineer: To make Ripple clients feel human, especially when they are having an IT problem. To solve problems - and prevent future ones - using smart thinking. To become a better person in the process, and help us become better people for knowing you. Core Values Assume Good Intentions Best is Best Collaborate Always Beliefs we practice Freedom to do your best work Ask why, not just how Commitment to each other Celebrate loudly Team performance, family feel Style & design make everything better Purpose To Humanize IT. As a Senior IT Support Technician, you’ll be a key player in delivering excellent technical support and project execution for our clients and teammates. Here’s what your days will look like:

Requirements

Ability to communicate empathetically, logically, and clearly in a boatload of different situations. Calm under pressure, graceful under fire, and able to bring the funk at all times
Natural troubleshooting skills
Reliable transportation and a good driving record
Ability to find answers
Unquenchable desire to grow - personally, and professionally
A “roll up your sleeves and let’s get to it” work ethic
Both Mac and PC skills
Use - and create - documentation
Employment contingent upon being able to reliably navigate your way to Manhattan and around all 5 boroughs.

Nice To Haves

Previous MSP experience a big plus

Responsibilities

Provide Tier 2 and Tier 3 support for desktops, laptops, mobile devices, printers, servers, and networks across Mac and Windows environments.
Troubleshoot and resolve issues involving Microsoft 365, Google Workspace, VPNs, file servers, cloud services, security tools, and other line-of-business applications.
Handle escalations from junior technicians and serve as a technical escalation point for more complex issues.
Provision, deploy, and manage new Macs, PCs, mobile devices, printers, and other office technology.
Install and configure software — from line-of-business apps to antivirus, security tools, VPN clients, and productivity platforms.
Deploy and maintain networking gear like firewalls, switches, access points, and routers — both onsite and remotely.
Use RMM, PSA, and documentation platforms to manage tickets, log work, and keep records up to date.
Monitor and respond to alerts, resolving issues proactively before the client even notices.
Work with vendors and third-party support to troubleshoot and escalate product-specific issues as needed.
Travel onsite as required for client visits, installations, or urgent troubleshooting
Contribute to internal process improvement, mentoring junior techs and helping us get better every day.