IT Support Engineer II - Escalations & SLA Champion

Intrinsicamerica; New York (NY); Remote; USD 65,000 - 85,000; Full time

Job summary

Intrinsicamerica is seeking a Level 2 Engineer for our Service Desk to provide escalated remote support to customers. You’ll troubleshoot macOS, Windows, M365, and Google Workspace, acting as a crucial escalation point and keeping ticket documentation up to date.

You will be measured on timely initial responses (10-minute SLA) and effective coordination with cross-functional teams to resolve issues while maintaining excellent communication under pressure.

Qualifications

• 2–3 years of relevant technical experience.
• Experience with Mac and PC devices.
• Proficient in Microsoft 365 and Google Workspace.
• Strong communication and ability to work under pressure.

Responsibilities

• Remotely troubleshoot hardware and software (macOS, Windows, M365, Google Workspace).
• Act as a point of escalation for customer interactions.
• Hit a 10-minute SLA for initial response on each case.
• Perform post-resolution follow-ups and maintain documentation.
• Coordinate with cross-functional teams to resolve issues.

Skills

Escalation handling

Mac/PC troubleshooting

Microsoft 365

Google Workspace

Network troubleshooting

Clear communication under pressure

Job description

Intrinsicamerica is seeking a Level 2 Engineer for our Service Desk to provide escalated remote support to customers. You’ll troubleshoot macOS, Windows, M365, and Google Workspace, acting as a crucial escalation point and keeping ticket documentation up to date.

You will be measured on timely initial responses (10-minute SLA) and effective coordination with cross-functional teams to resolve issues while maintaining excellent communication under pressure.