Tier 2 Support Engineer

About the role

The Tier 2 Support Engineer provides advanced technical support across mac-tech's client environments, with a strong emphasis on Windows and Microsoft 365 administration, cloud infrastructure, security, and business-critical applications. This position is a member of the mac-tech Support Team while also working in a partially embedded capacity with the parent company, Stable Rock. A significant portion of the role focuses on supporting Stable Rock's technology environment and users, working collaboratively with Stable Rock's VP of Technology on day-to-day support, administration, security, infrastructure, and technology initiatives. As part of a managed services environment, the Tier 2 Support Engineer supports multiple client environments, manages competing priorities, maintains accurate ticket documentation, and works within established service levels, escalation procedures, and support standards. The role also serves as an escalation point for Tier 1 Engineers, contributes to documentation and knowledge sharing, and helps identify opportunities to improve systems and support processes. Department: Support. Reports to: Support Team Manager. Direct reports: None.

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.

Qualifications

• 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.

Schedule

This position can be located in the Midtown, NY office and requires 2–3 days per week in the office, with additional in-office or client-site presence as business and support needs require.

Pay

Highly competitive base salary ranging from $75,000 to $95,000, based on experience and location, with eligibility for a discretionary performance bonus.

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 to support professional and personal balance.