Tier 2 Support Engineer - NY

Location: Brooklyn, New York, United States. Working hours: 9 am–6 pm Eastern Standard Time (New York City time zone).

Company

Managed service provider delivering technology support and infrastructure services for small and medium-sized businesses.

What you will do

• Provide Tier 2 support for Windows 10 and 11 devices, business software, Microsoft 365, VOIP systems, eFax, and remote access solutions.
• Troubleshoot and manage Windows Servers, Active Directory, Group Policies, DNS, DHCP, file shares, permissions, firewalls, switches, and Wi-Fi networks.
• Perform system upgrades, preventative maintenance, and support for on-premises applications and services.
• Respond to assigned customer tickets, follow scheduled work, and maintain positive client engagement.
• Coordinate with clients and vendors to resolve incidents and complete quality-assurance follow-up requests.
• Maintain, update, and create SOPs and technical documentation for team and client success.

Requirements

• Strong customer support skills and a demonstrated ability to execute and resolve issues.
• Strong experience troubleshooting, configuring, and managing Microsoft technologies, especially Windows Servers, Group Policies, and Active Directory.
• Experience managing DNS, DHCP, Windows file shares, and permission ACLs in Microsoft Active Directory networks.
• Experience troubleshooting network devices and advanced networking issues involving firewalls, switches, and Wi-Fi.
• Hands-on experience with virtualization technologies such as Hyper-V.
• Experience with Microsoft 365, Remote Desktop, and RemoteApps.

Culture & Benefits

• Collaborative environment where team members can contribute ideas and influence improvements.
• Regular team-led training and collaborative meetings.
• Access to modern tools and useful internal documentation.
• Structured ticket scheduling based on client requirements, priority, and ticket age.