Tier 2 Support Engineer

Role Description: Tier 2 Support Engineer

Department: Support

Reports To: Support Team Manager

Direct Reports: None

Position Overview: 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 will be a member of the mac-tech Support Team while also working in a partially embedded capacity with our parent company, Stable Rock. A significant portion of the role will be focused 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 will support multiple client environments, manage competing priorities, maintain accurate ticket documentation, and work within established service levels, escalation procedures, and support standards.

The Tier 2 Engineer will also serve as an escalation point for Tier 1 Engineers, contribute to documentation and knowledge sharing, and help identify opportunities to improve systems and support processes.

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.

Compensation Range: $75K - $95K