Technical Support Engineer L2

The Nu-Age Group; East Rutherford (NJ); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

PTO 15 days

Medical Insurance with employer €0? as

Job summary

The Nu-Age Group is a technology services firm delivering managed IT services, cybersecurity, cloud solutions, and more. We seek a Technical Support Engineer to provide advanced Tier 2 support for client environments, own escalated issues, administer business applications, and coordinate with vendors to resolve complex problems.

You will work across Microsoft 365, identity, endpoint, and productivity platforms, troubleshooting diverse Windows and application issues, and contributing to

Qualifications

• 5+ years in Service Desk or technical support, preferably in MSP or multi-client environment.
• Experience troubleshooting Windows, endpoint, Microsoft 365, identity, and business applications.

Responsibilities

• Provide Tier 2 advanced technical support across multiple client environments and own incidents through resolution.
• Serve as escalation point for Help Desk and apply structured troubleshooting.
• Administer assigned client business applications, including user access and permissions.
• Develop knowledge of supported applications and workflows to resolve issues and coordinate with vendors.
• Manage third-party vendor support cases from escalation to resolution and communications.
• Support Microsoft 365, identity, endpoint, and other productivity platforms in day-to-day service delivery.
• Troubleshoot Windows workstation, application, authentication, connectivity, and end-user issues across client environments.
• Maintain ownership of incidents with proper documentation and timely escalation when needed.
• Collaborate with various teams and vendors to minimize client disruption.

Skills

Windows troubleshooting

Microsoft 365

Identity & authentication

End-user support

Documentation

Time management

Education

Bachelor's degree in Computer Science or related

Tools

ConnectWise Manage

IT Glue

Microsoft Entra ID

Job description

The Nu-Age Group is an accredited technology services firm specializing in managed IT services, cybersecurity, cloud solutions, disaster recovery, professional services and strategic IT consulting. Established in 1997, we deliver AI solutions, cybersecurity, and IT services to organizations nationwide, with a focus on enterprise-grade security, proactive innovation, and compliance (including HIPAA and SOC 2 certifications).

Headquartered in Orlando, FL, with offices located in NJ, we serve clients nationwide in financial services, healthcare, legal, construction, and more, emphasizing tailored solutions through partnerships with leading providers such as Microsoft, Cisco, VMWare and Palo Alto.

Role

We are seeking a Technical Support Engineer to provide advanced technical support for our clients and help operate the business applications they rely on every day.

This role serves as the primary escalation layer for complex user, application, identity, and productivity-platform issues before specialized infrastructure, security, or architecture support is required. The Technical Support Engineer owns escalated user and application issues through resolution, performs routine administration of supported business applications, coordinates with software vendors when necessary, and helps improve documentation and support processes.

This is a hands-on service delivery position for someone who enjoys troubleshooting complex user issues, learning business applications, and taking ownership of problems through resolution.

Responsibilities

• Provide Tier 2 advanced technical support across multiple managed client environments, owning escalated incidents and service requests through resolution while balancing client priorities, SLA commitments, and operational requirements.
• Serve as a technical escalation point for Help Desk personnel, applying structured troubleshooting and root cause analysis to complex or recurring user, endpoint, application, identity, and productivity-platform issues.
• Provide ongoing support and administration for assigned client business applications, including user access, permissions, routine configuration, application maintenance, and documented operational tasks.
• Develop working knowledge of supported client applications and business workflows in order to independently resolve common issues, identify recurring problems, and coordinate more complex cases with vendors or internal engineering teams.
• Manage third-party vendor support cases from initial escalation through resolution, maintaining ownership of client communication, documentation, follow-up, and internal coordination.
• Support Microsoft 365, identity, endpoint, and other client productivity platforms as part of day-to-day Level 2 service delivery, including routine administration and troubleshooting within established standards.
• Troubleshoot complex Windows workstation, application, authentication, connectivity, peripheral, profile, and end-user productivity issues across varied client environments.
• Maintain ownership of assigned incidents throughout their lifecycle, ensuring clear communication, appropriate prioritization, accurate documentation, and timely escalation when infrastructure, security, application development, or architecture expertise is required.
• Collaborate with Help Desk, Data Center Infrastructure, SOC, project teams, client stakeholders, and third party vendors to resolve issues efficiently and minimize disruption to client operations.
• Create and maintain knowledge articles, application runbooks, troubleshooting guides, support procedures, and client-specific documentation to improve consistency and reduce dependency on individual knowledge.
• Perform routine server-side troubleshooting and configuration changes required to support user access and business application functionality, including file services, permissions, disk utilization, registry settings, and related Windows components, while escalating infrastructure design or platform-level issues to Data Center Infrastructure.
• Identify recurring incidents, service impacting trends, and opportunities for operational improvement, and work with Service Desk leadership and engineering teams to implement sustainable solutions.
• Follow established IT service management, change management, access-control, security, and compliance processes while maintaining appropriate service levels, ticket hygiene, and time-entry standards.
• Participate in application upgrades, user-impacting changes, onboarding activities, and other service transition work as assigned, ensuring support readiness and appropriate documentation.
• Contribute to continuous improvement initiatives focused on service quality, operational efficiency, knowledge management, client experience, and the maturity of Service Desk operations.

Education & Qualifications

• 5+ years of experience in a Service Desk, technical support, desktop support, or similar IT support role, preferably within a managed services or multi-client environment.
• Demonstrated experience troubleshooting complex Windows, endpoint, Microsoft 365, identity, and business application issues.
• Experience supporting and administering line-of-business or third-party applications, including user access, permissions, routine configuration, and vendor escalation.
• Working knowledge of Microsoft 365 services and Microsoft Entra ID.
• Strong understanding of common endpoint, authentication, networking, and application troubleshooting concepts.
• Experience working within an IT service management environment, including incident, request, escalation, change, and documentation processes.
• Experience with ConnectWise Manage, IT Glue, or comparable PSA and documentation platforms preferred.
• Strong analytical and troubleshooting skills with the ability to isolate issues efficiently and determine appropriate next steps.
• Ability to communicate clearly and professionally with both technical and non-technical users.
• Strong documentation, organization, and time management skills.
• Ability to manage multiple competing priorities while maintaining ownership of assigned work.
• Experience coordinating technical issues with third-party software or technology vendors.
• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred; equivalent professional experience will be considered.
• Relevant industry certifications such as Microsoft, CompTIA, or equivalent certifications are preferred.
• Valid driver’s license and dependable transportation for occasional business requirements.

Who You Are

• You take ownership of issues and remain engaged through resolution or appropriate escalation.
• You approach troubleshooting methodically and can distinguish symptoms from underlying causes.
• You communicate clearly and professionally with clients, teammates, and vendors.
• You are comfortable working across multiple client environments, applications, and competing priorities.
• You document what you learn and help turn individual knowledge into repeatable team processes.
• You look for opportunities to improve service quality, reduce recurring issues, and make support delivery more consistent.

Compensation and Benefits

• Base salary range: $65,000–$85,000.00 annually, based on experience, qualifications, and work location.
• 15 days of paid time off
• Medical Insurance with a $400.00 monthly employer contribution
• Eligibility to participate in the company 401(k) plan

Our Vision

• -Pride in Our Work - Our name stands behind everything we deliver. We think clearly, communicate well, and own the result.
• -Finish Strong - We stay engaged until the solution is complete. Follow-through is the key to our success.
• -Extreme Ownership - Clear ownership drives better decisions and outcomes. Accountability builds trust for the team and the clients.
• -Show Up Real - Be present, prepared, and genuinely engaged. Strong work starts with real commitment to the outcome.
• -Operational Discipline - We build systems and standards that create consistency and reduce friction. Strong culture is designed it does not happen by accident. It must be maintained.

• The Nu-Age Group is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.