Technical Support Engineer (L2)

Support Engineer-AltourageAltourage is looking for an experienced Support Engineer to join our Support Desk and serve as the point of escalation for complex support requests and technical issues from the Service Desk queue. The Support Engineer works closely with the Technical Engineering team to support a core group of clients, owning their documentation and technology stack, and collaborates with other Altourage teams on internal requests and complex client projects.About Altourage: Altourage is a Manhattan-headquartered, AI-native, client-obsessed managed service provider offering support services, cybersecurity solutions, cloud and infrastructure management, and business transformation consulting. Altourage serves organizations in high-trust sectors, with a focus on financial services, legal, and nonprofit clients. Through a pod-based support model and a 24/7 global service desk, Altourage builds dedicated teams that become a true extension of each client's organization, combining exceptional customer service with deep technology expertise. Altourage operates at the frontier of applied AI. Leveraging internal R&D, Altourage develops proprietary AI tooling to empower its service desk engineers to tackle increasingly complex issues for its clients. This Support Engineer role sits on the front lines of adopting these technologies, and success in the role will require demonstrating a high level of AI-proficiency and eagerness to iterate and experiment with proprietary frontier technology.Your work as a Support Engineer will include several components:Queue & Ticket ManagementClient ManagementOn-site AppointmentsInternal AI & Technology AdoptionOur ideal Support Engineer has the following qualifications:3+ years of IT support experience, including escalation-level (Tier 2/Tier 3) troubleshooting, ideally within a managed services environment.Bachelor's degree in computer science, information technology, or a related field desired, or equivalent experience.Strong working knowledge of Microsoft 365, Entra ID (Azure AD), Intune, Windows Server, and Active Directory.Thorough understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN, firewalls, and wireless).Experience supporting Windows and macOS workstations, mobile devices, and common business applications.Familiarity with cloud platforms, backup solutions, and endpoint security tools.Experience with PSA, RMM, and documentation platforms used in managed services environments.Demonstrated ability to own complex issues from diagnosis through resolution and to mentor junior team members.Strong organizational and time management skills, with the ability to manage your own calendar and workload against SLA commitments.Excellent customer service skills and strong written and verbal communication, with the ability to explain technical information to non-technical audiences.Ability to travel to client sites for on-site appointments.Nice to have: working knowledge of a scripting language (e.g., PowerShell) and experience supporting financial services, legal, or nonprofit clients.Recommended certifications: CompTIA A+, Network+, or Security+, and Microsoft MD-102, MS-102, or AZ-104.This role is based in New York, NY and will operate on a hybrid basis (in office three days per week) with a base compensation range of $85,000–$95,000.We are seeking a candidate who goes beyond closing tickets. The ideal candidate will be comfortable owning escalated issues end-to-end, building lasting relationships with a core group of clients, and taking full responsibility for the accuracy of their documentation and technology stack. This includes the ability to receive an escalation, diagnose the root cause, design and implement the right fix, keep the client informed throughout, and leave behind documentation that makes the next request easier for the whole team. If you are a technically strong, client-focused professional who enjoys mentoring others and delivering exceptional service in a managed services environment, we would welcome the opportunity to speak with you. Lyra Technology Group