Helpdesk Engineer II

Job Description

We are seeking a highly skilled and motivated individual who thrives in a fast-paced environment and demonstrates strong problem-solving abilities. Tier II support is the second level of technical support and involves handling more complex issues that require deeper technical knowledge and experience. This role will also involve leveraging automation tools to improve efficiency and user experience.

This role is based out of the New York office.

Job Requirements

• Bachelor’s degree in information technology, computer science, or related field required.
• 3 years of IT support experience, preferably within a professional services environment.
• Strong understanding of the Microsoft Office 365 suite and Windows environment, with the ability to accurately troubleshoot and resolve technical issues to completion.
• Working knowledge of Active Directory and Group Policy.
• Relevant certifications (e.g., CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate) are preferred.
• Ability to follow and improve standard IT procedures, including escalation protocols.
• Strong written and verbal communication skills, with an emphasis on clear documentation.
• Handle multiple responsibilities, and perform well under pressure, both independently and autonomously within a team.
• Familiarity with AI Tools such as Microsoft CoPilot. CoPilot Studio, OpenAI, etc.
  
  

Job Responsibilities

• Identify, diagnose, and resolve technical issues with hardware, software, and network systems (remote and in-person).
• Manage backlog of incidents and requests, ensuring all tickets in Freshservice are kept up to date with accurate and detailed information.
• Handle complex technical issues and provide solutions to escalated problems and mentor junior technicians when needed.
• Collaborate with global teams, including Level 2, Level 3, Unified Communications, and Engineering teams and escalate issues when necessary to maintain service standards and operational continuity.
• Maintain documentation, diagrams, and SOPs for all systems and deployments.
• Lead or participate in technology projects such as hardware refresh deployments, Windows Operating System upgrades, office relocations, and device lifecycle management activities.
  
  

Minimum Salary: $70,000 | Maximum Salary: $78,000