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Level 2 IT Helpdesk Engineer

7 hours ago

New York, New York, United States Intrinsic Technology Group Full time

About the Role

We are a growing Managed IT Services Provider (MSP) seeking a highly capable Level 2 IT Helpdesk Support Engineer to serve as a key escalation resource and technical leader within Service Operations.

You will handle complex escalations, support production environments, lead internal and client-facing technical projects, and partner with senior engineers on the rollout and transition of new services into support.

This is an in-person role and is well suited for an engineer who thrives in a hands-on, fast-paced MSP environment and wants exposure to modern Microsoft cloud, endpoint management, and virtualization technologies.

Key Responsibilities

Escalation & Advanced Support

  • Provide advanced technical support and complex problem resolution on escalated issues
  • Act as an escalation point for Service Operations prior to L3 involvement
  • Troubleshoot and stabilize production application and infrastructure environments
  • Identify recurring issues and contribute to root cause analysis and re-engineering efforts

Project Delivery & Technical Leadership

  • Lead or co-lead technical projects alongside Senior and Lead Engineers
  • Oversee successful release and transition of new IT services into support
  • Ensure solutions meet defined service acceptance and operational readiness criteria
  • Act as Technical Lead on internal initiatives, applying strong communication, organization, and technical skills

Microsoft & Infrastructure Technologies

  • Hands-on administration and support of:
  • Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
  • Windows Server and Windows client operating systems
  • VMware vSphere / vCenter environments
  • Subject-matter-level experience with modern endpoint deployment and management:
  • Microsoft Intune / Endpoint Manager
  • Windows Autopilot

Virtual Desktop & Cloud Solutions

  • Design, build, and support virtual working environments using:
  • Azure Virtual Desktop (WVD)
  • Multi-session Windows 10/11
  • Strong working knowledge of Microsoft Azure
  • Experience with other cloud platforms (AWS, GCP, Oracle) is acceptable

Identity, Security & SaaS

  • Support and administer:
  • SAML-based Single Sign-On
  • Multi-Factor Authentication (MFA)
  • Cloud identity and SaaS application integrations
  • Assist with secure access design and enforcement of identity best practices

VoIP & Collaboration Platforms

  • Support and administer cloud-hosted VoIP and collaboration platforms, including:
  • Microsoft Teams Phone
  • Cisco UC
  • Skype for Business / Lync
  • RingCentral, Vonage, 8x8, Avaya

Required Qualifications

  • Minimum 5 years of systems engineering or advanced support experience
  • At least 2 years providing L3-level production help desk or escalation support
  • Strong experience with:
  • Microsoft Exchange & Microsoft 365 (Exchange Online, Intune MDM, Teams, SharePoint, OneDrive)
  • VMware vSphere / vCenter
  • Public cloud platforms (Azure preferred; AWS acceptable)
  • Hands-on experience with:
  • PowerShell scripting
  • MDM solutions (Microsoft Intune MDM, VMware AirWatch, Cisco Meraki Systems Manager)
  • Ability to work in person at our NYC office

Preferred Qualifications

  • Prior MSP experience
  • ConnectWise PSA and/or Automate experience
  • Microsoft 365 Certified: Enterprise Administrator Expert
  • Network+ and/or Security+ certification
  • macOS support experience

Skills & Attributes

  • Strong troubleshooting and analytical skills
  • Comfortable operating as an escalation point and technical authority
  • Clear communicator with both technical and non-technical stakeholders
  • Organized, detail-oriented, and process-driven
  • Able to balance project work with operational support responsibilities

Why Join Us

  • Exposure to complex, modern client environments
  • Opportunity to lead projects and influence service design
  • Clear growth path toward senior engineering or architecture roles
  • Collaborative MSP environment focused on technical excellence

Job Type: Full-time

Pay: $60, $90,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Cell phone reimbursement
  • Health insurance
  • Paid time off

Ability to Commute:

  • New York, NY Required)

Ability to Relocate:

  • New York, NY 10005: Relocate before starting work (Required)

Work Location: In person