Ripple IT · 1 month ago
Experienced Level 2 Support Engineer - NYC
New York, NY
Full-time
Onsite
Senior Level
5+ years expRipple IT is looking for an experienced Level 2 Support Engineer to provide excellent technical support and project execution for clients. The role involves troubleshooting and resolving IT issues across various platforms while ensuring a humanized experience for clients.
Information Technology
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
Qualification
Required
Around 5 years of IT experience
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
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
Preferred
Previous MSP experience a big plus
Benefits
A workplace of unrivaled flexibility
Challenging work
A team that cares about you and your goals
Good pay
Very good benefits (full health, 401k, etc.)
Amazing clients and coworkers
Company
Ripple IT
Ripple IT is managed IT for modern companies.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Mike Landman
CEO
Aiman Iswaisi
CTO
Company data provided by crunchbase