Experienced Level 2 Support Engineer

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
• Collaborate Always

Beliefs we practice

• Freedom to do your best work
• Ask why, not just how
• Commitment to each other
• Celebrate loudly
• Team performance, family feel
• Style & design make everything better

Purpose

• To Humanize IT.

Requirements
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
• Contribute to internal process improvement, mentoring junior techs and helping us get better every day.

How You Will Know If You Are Successful

• 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."
• Your fellow Ripplers will sing your praises often. They will say things like: "I know I can always go to Pat for help." "Pat is a real self-starter." "Pat listens to me." "Pat is fun." "Pat just gets the job done."

What You Need To Bring

• 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
• Employment contingent upon being able to reliably navigate your way to Manhattan and around all 5 boroughs.

Benefits
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