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About the Role
The Tier 2 Support Engineer provides advanced technical support across client environments, with a strong emphasis on Windows and Microsoft 365 administration, cloud infrastructure, security, and business-critical applications. This role involves supporting multiple client environments within a managed services model and serving as an escalation point for Tier 1 Engineers.
Responsibilities
- Provide advanced Tier 2 support across Windows, macOS, Microsoft 365, cloud, SaaS, and network environments.
- Serve as a key technical resource for Stable Rock, collaborating with its VP of Technology on day-to-day support, systems administration, security, and technology initiatives.
- Support multiple client environments within an MSP model while maintaining awareness of 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 within 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 while creating and maintaining 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.
Requirements
- 2+ years of experience in end-user technical support, systems administration, or a related IT role.
- 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.
- Experience working in a Managed Service Provider (MSP) environment preferred.
- Strong Windows and Microsoft 365 administration experience.
- macOS and Apple support experience preferred.
- 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.
- Experience with CCH, QuickBooks, or financial/professional services environments preferred.
- Strong troubleshooting, documentation, communication, and customer service skills.
- Ability to work independently while collaborating effectively across technical teams.
Skills
- Windows administration
- Microsoft 365 administration
- Cloud infrastructure
- Security
- Business-critical applications
- Microsoft 365
- Exchange Online
- Teams
- SharePoint
- OneDrive
- Microsoft Intune
- Entra ID/Azure AD
- Azure Virtual Desktop (AVD)
- Email security gateways
- Endpoint security
- Identity protection
- Access management
- CCH
- QuickBooks
- Troubleshooting
- Documentation
- Communication
- Customer service
- macOS support
- Apple support
Location
- Midtown, NY
Work Type
- Hybrid
Experience Level
- 2+ years
Salary/Compensations
- $75,000 to $95,000
Benefits
- Medical, Dental, and Vision insurance coverage (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
About the Company
- mac-tech provides advanced technical support across client environments.
- Stable Rock is a parent company of mac-tech.
Equal Opportunity
- Stable Rock is an equal opportunity employer, and we value diversity at our firm. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- We encourage candidates from all backgrounds to apply and are committed to building a team that reflects many different perspectives and experiences.
- Applicants in need of special assistance or accommodation during the interview process, or in accessing our website may contact us. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.