Support Engineer L2/L3 | NYC 10018
Overview: We are seeking a skilled Support Engineer with at least 3 years of experience handling IT requests and small projects within a service desk and field services environment.
Responsibilities:
- Ensure full compliance with security and data privacy policies for both the organization and clients.
- Respond to and resolve both reactive and proactive service requests, whether user-generated or triggered by monitoring systems. Provide on-site and remote services as directed by management, ensuring every request is completed with high client satisfaction.
- Perform standard changes (MACD: moves, adds, changes, deletions) in line with established procedures, policies, and standards.
- Communicate promptly and effectively, both verbally and in writing, with requestors, customers, leads, and management.
- Collaborate with internal IT teams when necessary to deliver seamless service.
- Meet or exceed assigned service levels, goals, and key performance indicators.
- Utilize and enhance the IT Configuration Management Database and Knowledge Base systems to perform and track services.
Requirements:
- Excellent verbal and written communication skills in English.
- Availability to work on-site at our NYC location or at client sites most days.
- Willingness to work after hours and weekends as needed.
- A minimum of 3 years of experience supporting IT requests and small projects in a service desk or field services environment, with proficiency in the following technologies:
- Microsoft 365, Azure, PowerShell, Windows Desktop OS, Windows Server, Active Directory
- Firewalls, routers, switches, and access points (Cisco, Meraki, Ubiquiti - both CLI and GUI)
- Endpoint security (e.g., SentinelOne, Blackpoint)
- Cloud-based and on-premise virtualization platforms (e.g., Azure, Google, VMware)
- Cloud storage management platforms for backup and disaster recovery (e.g., Veeam, Dropsuite, Datto)
- Mobile Device Management
- Single Sign-On (SSO) technologies (SAML, OAuth, or similar)
- Remote Monitoring and Management platforms (e.g., Automate, Addigy, Auvik)
- Advanced scripting knowledge (PowerShell and Batch scripting preferred)
- Strong network troubleshooting skills, including DHCP, DNS, and VLANs
- Knowledge of cybersecurity principles, including authentication, phishing prevention, and encryption best practices.
