Senior Technical Support Engineer-Tier 2/3

LaundryLux • Inwood, NY

67d

About The Position

The Senior Technical Support Engineer provides day-to-day Tier 2 & Tier 3 technical support with opportunities to lead and contribute to internal IT projects and companywide implementations. You will be responsible for resolving technical issues, supporting infrastructure, improving business processes, and ensuring smooth deployment of systems across teams. This is an ideal role for someone who thrives in a hands-on, fast-paced environment and is looking to grow their skills across support, networking, server management, and project execution.

Requirements

• Strong troubleshooting skills and ability to work independently.
• Excellent verbal and written communication, with a customer-first mindset.
• Effective at documenting procedures and translating technical language for end-users.
• Able to manage multiple priorities and support project execution.
• Bachelor’s degree or equivalent work experience in IT or related field.
• 5+ years’ experience in an IT support or sysadmin role.

Nice To Haves

• IT certifications (CompTIA, MCSA, Azure, Network+) a plus.
• Experience with ticketing systems (e.g., Jira, Zoho, ServiceNow) a plus.
• Prior project coordination or implementation experience a plus.
• Familiarity with SDLC documentation and structured IT processes a plus.

Responsibilities

• Monitor and resolve IT helpdesk tickets for hardware, software, and user issues.
• Perform installation, configuration, and troubleshooting of devices, software, and networking equipment.
• Manage user onboarding and offboarding (Active Directory / Azure / O365, etc).
• Support printers, monitors, docking stations, IP phones, mobile devices, and remote connectivity tools.
• Maintain antivirus protection, inventory systems, and enforce IT policies.
• Administer and maintain physical and virtual servers (VMware), including backups and recovery planning.
• Handle advanced troubleshooting and resolve escalated technical issues.
• Participate in companywide software and hardware implementations (onsite & remote).
• Work with stakeholders to gather business requirements and improve operational efficiency.
• Contribute to documentation using SDLC methodologies.
• Assist in designing project plans, timelines, and ensure timely task completion.
• Deliver end-user training for new systems and workflows.
• Provide regular status updates to project leadership and stakeholders.
• Support LAN/WAN networks, routers, switches, firewalls (Sophos, Ubiquiti).
• Administer Office 365, Azure/Entra, Active Directory, RingCentral VoIP.
• Evaluate hardware/software needs and assist with procurement.
• Maintain and update IT policy/procedure documentation.
• Travel occasionally to remote offices across North America for implementations and support.

Benefits

• Health benefits package including medical, dental & vision plans.
• Life Insurance.
• 401(k) with company matching.
• Paid Time Off.
• Paid Holidays.
• Profit Sharing.
• Employee Referral Program.
• Mentorship Program.
• Company Sponsored Training.
• Tuition Reimbursement.

What This Job Offers

• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees