Tier 2 Support Engineer

Stable Rock • New York, NY

3d • Hybrid

About The Position

The Tier 2 Support Engineer provides advanced technical support across mac-tech client environments, emphasizing Windows and Microsoft 365 administration, cloud infrastructure, security, and business-critical applications. The position is part of the mac-tech Support Team and also works in a partially embedded capacity with parent company Stable Rock. A significant portion of the role supports Stable Rock’s technology environment and users, in collaboration with its VP of Technology on support, administration, security, infrastructure, and technology initiatives.

In a managed services environment, the engineer supports multiple client environments, manages competing priorities, maintains accurate ticket documentation, and follows established service levels, escalation procedures, and support standards. The role also serves as an escalation point for Tier 1 Engineers, contributes to documentation and knowledge sharing, and identifies opportunities to improve systems and support processes.

Requirements

• At least 2 years of experience in end-user technical support, systems administration, or a related IT role.
• Strong Windows and Microsoft 365 administration experience.
• Experience with Intune, Entra ID/Azure AD, and Azure Virtual Desktop (AVD).
• Experience supporting security tools, email security gateways, MDM/RMM platforms, and cloud applications.
• Strong troubleshooting, documentation, communication, and customer service skills.
• Ability to work independently while collaborating effectively across technical teams.
• Ability to work in a hybrid environment, with a minimum of two days per week in the office and additional in-office or client-site presence as business and support needs require.

Nice To Haves

• Experience working in a Managed Service Provider (MSP) environment.
• macOS and Apple support experience.
• Experience with CCH, QuickBooks, or financial/professional services environments.

Responsibilities

• Provide advanced Tier 2 support across Windows, macOS, Microsoft 365, cloud, SaaS, and network environments.
• Collaborate with Stable Rock’s VP of Technology on day-to-day support, systems administration, security, and technology initiatives.
• Support multiple client environments within an MSP model while accounting for client-specific configurations, documentation, standards, and business requirements.
• Administer and troubleshoot Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, licensing, permissions, and user administration.
• Administer and support Microsoft Intune, Entra ID/Azure AD, and Azure Virtual Desktop (AVD) environments.
• Support security technologies, including email security gateways, endpoint security, identity protection, and access management.
• Support business-critical applications including CCH, QuickBooks, and other applications commonly used in financial and professional services organizations.
• Troubleshoot complex and escalated service requests, including multi-user issues, security incidents, infrastructure problems, and organization-wide changes.
• Monitor and manage the ticket queue, including triage, prioritization, documentation, client communication, updates, escalation, and coordination with internal resources.
• Serve as an escalation point and mentor for Tier 1 Engineers, and create and maintain technical documentation and repeatable procedures.
• Perform backup supervision, server maintenance, patching, endpoint management, and infrastructure monitoring as needed.
• Participate in projects, migrations, deployments, research, and ongoing infrastructure improvements.
• Identify recurring issues and recommend improvements to systems, security, workflows, and documentation.
• Continue professional development through ongoing training and relevant technical certifications.
• Promote Mac-Tech/Stable Rock quality standards and E.P.I.C.C. values through collaboration, coaching, and leading by example.

Benefits

• Medical, dental, and vision insurance coverage, with employee-only premiums paid at 100%.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• 401(k) retirement savings plan.
• Unlimited paid time off policy.
• Hybrid work flexibility.
• Eligibility for a discretionary performance bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed