Search for Level 2 Support Engineer roles in New York City. I'm looking for full-time positions, specifically in the IT industry, requiring around 5 years of experience, and offering good benefits like 401(k).

Okay, I've searched for Level 2 Support Engineer roles in New York City within the IT industry that require around 5 years of experience and offer good benefits such as a 401(k). I have found 45 positions for you. You can review them now.

Level 2 Support Engineer

New York County, NY

5 years + Experience

401(k)

Can you help me to analyze the job description and company culture?

Sure. Here's the analysis:

Job Analysis:

The role of an Experienced Level 2 Support Engineer at Ripple is fundamentally about enhancing the client experience while resolving IT issues efficiently. The primary responsibilities include providing high-level technical support for various devices and applications across both Mac and Windows environments, which means the ideal candidate must possess a deep understanding of diverse IT ecosystems. Responsibilities such as handling escalations from junior technicians and mentoring highlight the importance of collaborative problem-solving in the role. Success will be measured by the satisfaction of both clients and team members, emphasizing the need for excellent interpersonal communication and technical acumen. Candidates will likely face challenges such as managing multiple escalations, understanding complex systems quickly, and ensuring proactive maintenance to prevent issues. The organization places high value on humanizing IT, which suggests that candidates should be empathetic and approachable, making technical concepts accessible to non-technical users.

Company Analysis:

Ripple operates in the IT managed services sector, positioning itself as a reliable partner for a diverse range of clients from nonprofits to creative agencies. This current marketplace context, where organizations increasingly depend on outsourced IT solutions, makes Ripple crucial in ensuring technological efficiency. The company's emphasis on worker empowerment and a human-centric approach suggests a culture that prioritizes collaboration, empathy, and continuous improvement. The role sits within a supportive team environment where the engineer must work closely with both clients and technical colleagues, highlighting the importance of strong interpersonal skills. Ripple’s strategic direction appears focused on growth and responsiveness to client needs, which aligns with this role's emphasis on proactive issue management rather than reactive troubleshooting. This creates an environment where the right candidate can significantly impact client satisfaction and operational efficiency, making it essential for them to be proactive, adaptable, and deeply engaged with the firm's core mission of making IT simple and human.

Mock up some interview questions based on the job description.

Absolutely. Here are some mock interview questions that could come up:

Behavioral Questions:
1. Tell me about a time when you faced a particularly challenging technical issue and how you communicated that solution to a non-technical user.
1. Describe a situation where you had to mentor a colleague through a complex problem. What approach did you take to guide them?
1. Can you share an experience where you had to manage multiple escalated tickets simultaneously? How did you prioritize and resolve them?
1. Reflect on a time when you received constructive feedback from a peer. How did you respond, and what did you learn from that experience?
Technical/Role-Specific Questions:
1. How would you approach troubleshooting a VPN connectivity issue for a remote user?
1. What steps do you follow while provisioning and deploying new devices for clients?
1. Can you explain how you would handle an escalation regarding a security breach incident?
1. What tools and techniques do you use for documentation and ensuring accuracy in ticket management?
Situational Questions:
1. Imagine a client calls you distressed about a printer that has suddenly stopped working right before a big deadline. How would you approach this situation?
1. If you notice that several recurring issues have emerged across multiple clients, how would you address this with your team?
Company Fit/Motivation Questions:
1. Why are you particularly excited about the opportunity to work at Ripple?
1. How do you think your personal values align with Ripple's mission to humanize IT?
Questions for the Candidate to Ask the Interviewer:
1. Can you describe the typical career progression for someone in this role within Ripple?
1. How does Ripple define success for this position in the first year?
1. What are the biggest challenges currently facing the support team at Ripple?

Job Details

Overview Company

Level 2 Support Engineer

Ripple IT

2 days ago

Highlight

OnsiteFull-time5+ yearsMid

Summary

Ripple IT is seeking an Experienced Level 2 Support Engineer/Field Technician in New York County, NY. The role involves providing technical support and project execution for clients and teammates.

About the Role

As a Senior IT Support Technician, you will provide Tier 2 and Tier 3 support for various devices and networks, troubleshoot issues with Microsoft 365, Google Workspace, and other applications, handle escalations, and manage new technology deployments. You will also install and configure software, maintain networking gear, use RMM and PSA platforms, monitor alerts, work with vendors, and travel onsite as required. Additionally, you will contribute to process improvement and mentor junior technicians.

About You

Required:

Ability to communicate empathetically, logically, and clearly.
Calm under pressure and able to troubleshoot effectively.
Reliable transportation and a good driving record.
Ability to find answers and a desire to grow personally and professionally.
Both Mac and PC skills.
Use and create documentation.
Employment contingent upon being able to navigate Manhattan and all 5 boroughs.

Preferred:

Previous MSP experience.

Benefits

A workplace of unrivaled flexibility.
Challenging work.
A team that cares about you and your goals.
Good pay.
Very good benefits including full health and 401k.
Amazing clients and coworkers.

Ripple IT

IT for the People.

Technology should empower your team, not frustrate them. At Ripple, we make IT simple, strategic, and human. We’re not just here to fix things when they break. We’re your trusted IT managed service provider, helping businesses run smoothly, securely, and efficiently.

We work with companies of all kinds, from nonprofits to creative agencies to growing businesses that need reliable IT support. Whether you need fully outsourced IT, support through acquisitions and mergers, or co-management alongside your existing team, we’re here to make IT easy.

From dealing with employee onboarding headaches to cybersecurity concerns, we take IT off your plate so you can focus on what matters most: your people.

Here’s how we help: ✔ IT Support That Feels Like an Extension of Your Team: When tech issues pop up, we’re IT support that your team won’t mind calling. ✔ Security & Compliance Without the Headache: From cybersecurity training to working with your external vendors, we make sure your data and systems stay protected. ✔ Seamless Onboarding & Offboarding: New employees up and running from day one? No problem. ✔ A Smarter IT Strategy: We don’t just put out fires. We help you plan for the future, so IT becomes an asset, not a bottleneck.

We believe IT should work for your team, not the other way around. That’s why companies choose Ripple.

💬 Let’s chat. We’d love to show you how better IT can help your people do their best work and allow your business to thrive.

New York County, NY