Tier 2 Support Engineer

Stable Rock Solutions•New York, NY

1d•$75,000 - $95,000•Hybrid

About The Position

mac-tech, a Stable Rock company, is seeking a highly skilled, resourceful, and client-focused Tier 2 Support Engineer to join our growing technical team. This critical role involves resolving complex technical issues escalated from Tier 1 support, implementing advanced IT solutions, and serving as a technical lead for client environments. The ideal candidate will have a background in systems administration, networking, and cloud technologies, and have experience working for a managed services provider. This position features a hybrid work arrangement, blending in-office collaboration in our SoHo New York location with remote flexibility. A Tier 2 Support Engineer will primarily focus on providing advanced technical support to internal and external end-users maintaining efficiency and high-quality work. They will mentor Tier 1 Support Engineers as well as serve as an escalation point. They will create and maintain documentation to support all engineers. Engineers in this role will also seek out opportunities to improve overall team knowledge and lead internal trainings.

Requirements

Previous experience in information technology or other related fields.
2+ years of experience in end user technical support.
Excellent troubleshooting and analytical skills, with a methodical and detail-oriented approach to problem-solving.
Exceptional customer service skills and strong business acumen.
Excellent written and verbal communication skills.
Experience working in a team-oriented, collaborative environment.
Proven track record in server and infrastructure monitoring, patching, and ticket queue management.
Experience with MDM, RMM, and PSA tools.

Responsibilities

Provide support to mac-tech clients in line with service level objectives by addressing complex service requests and delivering high-quality issue resolutions - specifically issues with undocumented solutions, multi-user systems, security incidents, and organization wide changes.
Monitor and manage ticket queue, including ticket triage, updates, and coordination with internal resources, as needed.
Serve as an escalation point for Tier 1 Engineers, mentor and give feedback to peers, and document repeatable tasks.
Be a resource for projects, as well as client and internal research & development.
Perform routine backup supervision, server maintenance, patching, and infrastructure monitoring, as needed.
Contribute to ongoing service improvements by identifying recurring issues or documentation needs.
Partner with the business development team to make infrastructure and workflow recommendations observed during support.
Continue to seek professional development opportunities and certifications
Promote mac-tech quality concepts and E.P.I.C.C. values amongst Support Team through coaching, feedback, and leading by example.