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Stable Rock Solutions · 19 hours ago

Tier 2 Support Engineer

New York,NY,US

Full-time

Hybrid

Entry, Mid Level

$75K/yr - $95K/yr

2+ years exp

Stable Rock Solutions is a next-generation outsourcing platform known for its proficiency in accounting, financial advisory, and infrastructure support. They are seeking a Tier 2 Support Engineer to provide advanced technical support, resolve complex issues, mentor Tier 1 Engineers, and contribute to service improvements.

Information TechnologyOutsourcing

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

Qualification

Technical supportTroubleshooting skillsServer monitoringMDM toolsRMM toolsPSA toolsCustomer serviceTeam collaborationWritten communicationVerbal communication