Experienced Level 2 Support Engineer - NYC
27 days ago
New York
Job Description Ripple is looking for an experienced Level 2 Support Engineer. That means you probably have around 5 years of IT experience. You are definitely enthusiastic about both people and IT. Here’s the mission of the job, and what you can expect. Mission for the Ripple Support Engineer: To make Ripple clients feel human, especially when they are having an IT problem. To solve problems - and prevent future ones - using smart thinking. To become a better person in the process, and help us become better people for knowing you. Core Values • Assume Good Intentions, • Best is Best, • Freedom to do your best work, • Ask why, not just how, • Commitment to each other, • Celebrate loudly, • Team performance, family feel The kind of stuff you’ll do: As a Senior IT Support Technician, you’ll be a key player in delivering excellent technical support and project execution for our clients and teammates. Here’s what your days will look like: • Provide Tier 2 and Tier 3 support for desktops, laptops, mobile devices, printers, servers, and networks across Mac and Windows environments., • Troubleshoot and resolve issues involving Microsoft 365, Google Workspace, VPNs, file servers, cloud services, security tools, and other line-of-business applications., • Handle escalations from junior technicians and serve as a technical escalation point for more complex issues., • Provision, deploy, and manage new Macs, PCs, mobile devices, printers, and other office technology., • Install and configure software — from line-of-business apps to antivirus, security tools, VPN clients, and productivity platforms., • Deploy and maintain networking gear like firewalls, switches, access points, and routers — both onsite and remotely., • Use RMM, PSA, and documentation platforms to manage tickets, log work, and keep records up to date., • Monitor and respond to alerts, resolving issues proactively before the client even notices., • Work with vendors and third-party support to troubleshoot and escalate product-specific issues as needed., • Travel onsite as required for client visits, installations, or urgent troubleshooting, • Ripple customers will sing your praises often. They will say things like: “Pat is so friendly.” “Pat is so helpful.” “Pat helped me understand something technical without sounding technical.” “Pat never speaks down to me.”, • Ability to communicate empathetically, logically, and clearly in a boatload of different situations. Calm under pressure, graceful under fire, and able to bring the funk at all times, • Natural troubleshooting skills, • Reliable transportation and a good driving record, • Ability to find answers, • Unquenchable desire to grow - personally, and professionally, • A “roll up your sleeves and let’s get to it” work ethic, • Both Mac and PC skills, • Use - and create - documentation, • Previous MSP experience a big plus What we’ll bring: • A workplace of unrivaled flexibility, • Challenging work, • A team that cares about you and your goals, • Good pay, • Very good benefits (full health, 401k, etc.), • Amazing clients and coworkers
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