Tier 3 Support Engineer

Stable Rock Solutions; New York (NY); Hybrid; USD 90,000 - 110,000; Full time

Job summary

Stable Rock Solutions is seeking a Tier 3 Support Engineer for a hybrid role in New York, focusing on advanced technical support and client infrastructure management. The ideal candidate must have extensive IT support experience, strong problem-solving skills, and a background in systems administration and networking. Join a dynamic team redefining back-office solutions while benefiting from competitive compensation and comprehensive benefits.

Benefits

Medical, Dental, and Vision Benefits

401(k) Plan

Generous paid time off

Qualifications

• 5+ years in IT support with at least 2 years in a Tier 3 role.
• Preferred certifications: Microsoft 365, Azure, CompTIA Security+, Cisco CCNA.
• Skills in networking, cloud services, and MDM tools are crucial.

Responsibilities

• Resolve high-level technical issues across diverse technologies.
• Maintain and optimize client environments including SaaS and cloud.
• Lead project delivery including infrastructure implementations and upgrades.

Skills

Problem-solving

Communication

Client service

Education

Bachelor’s Degree in IT or related field

Tools

Microsoft 365

Azure

Cisco Meraki

ConnectWise Asio RMM

Job description

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Company Overview

Stable Rock is a next-generation outsourcing platform offering comprehensive back-office infrastructure and innovative services to early-stage and mid-sized enterprises. With our legacy dating back to 1975, for nearly 50 years we are renowned for our proficiency in accounting, financial advisory, and infrastructure support, currently serving over 400 US and international enterprises across diverse industries. At Stable Rock, we are the architects of success for entrepreneurs, founders, senior executives, management teams, CFOs, controllers, and business professionals. Our mission is to empower, scale, and fortify the bedrock of your enterprise - its IT, human resources, insurance, accounting, bookkeeping, tax, financial reporting, and the overall financial and operational infrastructure.

Company Overview

Stable Rock is a next-generation outsourcing platform offering comprehensive back-office infrastructure and innovative services to early-stage and mid-sized enterprises. With our legacy dating back to 1975, for nearly 50 years we are renowned for our proficiency in accounting, financial advisory, and infrastructure support, currently serving over 400 US and international enterprises across diverse industries. At Stable Rock, we are the architects of success for entrepreneurs, founders, senior executives, management teams, CFOs, controllers, and business professionals. Our mission is to empower, scale, and fortify the bedrock of your enterprise - its IT, human resources, insurance, accounting, bookkeeping, tax, financial reporting, and the overall financial and operational infrastructure.

Job Description

mac-tech, a Stable Rock company, is seeking a highly skilled, resourceful, and client-focused Tier 3 Support Engineer to join our growing technical team. This critical role involves resolving complex technical issues escalated from Tier 1 and Tier 2 support, implementing advanced IT solutions, and serving as a technical lead for client environments. The ideal candidate will have a background in systems administration, networking, and cloud technologies, and have experience working for a managed services provider. This position features a hybrid work arrangement, blending in-office collaboration in our SoHo New York location with remote flexibility.

Key Responsibilities

• Advanced Technical Support: Resolve high-level technical issues across a wide range of technologies including server, endpoint, networking, cloud, and security infrastructure.
• Client Infrastructure Management: Maintain and optimize client environments, including on-premises, SaaS, and cloud.
• Project Implementation: Lead or assist in the delivery of projects including infrastructure implementations, upgrades, migrations and integrations.
• Escalation Handling: Act as the final escalation point for unresolved support tickets, ensuring timely and effective resolution.
• Security & Compliance: Implement and monitor security best practices, including patch management, backup and disaster recovery, and compliance standards.
• Documentation: Create and maintain detailed documentation of client environments, standard operating procedures, and troubleshooting steps.
• Strategic Input: Partner with business development team to make recommendations on client workflows and infrastructure.
• Mentorship: Provide guidance and mentorship to Tier 1 and Tier 2 technicians, fostering technical growth within the team.
  
  

Qualifications, Skills, And Experience

• Experience: 5+ years in IT support, with at least 2 years in a Tier 3 or senior technical role, preferably within an MSP environment.
• Certifications (preferred): Associate or Expert certification in the administration of Microsoft 365 or Azure, CompTIA Security+, Cisco CCNA, or equivalent certifications.
• Technical Skills:
• Computer and Mobile Operating Systems: macOS, Windows, iOS, Android
• Productivity Platforms: Microsoft 365, Google Workspace
• Server and NAS: Windows Server (Active Directory, DNS, File Services, Hyper-V, Network Policy Server), Azure Virtual Desktop, Dell EMC PowerScale and Unity, Synology.
• Networking: Cisco Meraki, SonicWall; advanced routing, switching, and network security.
• Mobile Device Management (MDM) and Remote Monitoring and Management (RMM): ConnectWise Asio RMM, Microsoft Intune, Addigy.
• Security and Identity Management: Entra ID, Microsoft Defender for Office 365, Microsoft Defender for Endpoint, Microsoft Defender for Cloud Apps, Huntress Endpoint Detection and Response (EDR), Huntress Identity Threat Detection and Response (ITDR), DNSFilter.
• Cloud Services: Microsoft Azure, Amazon AWS.
• Scripting: PowerShell, Bash
• Soft Skills: Excellent problem-solving, communication, and client service skills. Ability to work independently and manage multiple priorities in a fast-paced and dynamic environment.
  

Performance Metrics

• Time to resolution plan
• Time to resolution
• Net Promoter Score (NPS)
  
  

Location: Hybrid (New York, NY).

Compensation: Highly competitive all-in comp ($90,000 to $110,000)

Benefits

• Medical, Dental, and Vision
• Health and Flexible Savings Accounts
• 401(k)
• Generous paid time off
  
  

Inclusion: Stable Rock is an equal opportunity employer and we value diversity at our Firm. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply and are committed to building a team that reflects many different perspectives and experiences.

Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Salary: $90000 - $110000 per year

Job Posted by ApplicantPro

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Professional Services

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