IT Support Engineer L2

We are a New York-based (MSP) looking for two experienced Level 2 IT Support Engineers to support a leading healthcare organization on the U.S. East Coast. Join a collaborative team, work with modern technologies, and make a real impact by delivering exceptional IT support in a fast-paced environment. OVERVIEW JOB TITLE: IT Support Engineer (L2) LOCATION: Remote WORKING HOURS: Monday–Friday | Full-time | EST START DATE: August 2026 RESPONSIBILITIES 1) L2 IT Support & Escalation . Serve as the primary escalation point for L1 Engineers. . Troubleshoot and resolve intermediate to complex technical issues. . Support endpoints, identity platforms, cloud services, networking & business applications. . Administer macOS, Windows 11, mobile devices, Google Workspace, Slack, Okta, and clinic applications. . Manage user onboarding, offboarding, access, and device provisioning while driving automation. . Drive tickets to resolution, ensuring SLA compliance & stakeholder communication. . Coordinate with vendors & internal teams to resolve technical issues. 2) Infrastructure Management & Projects . Co-administer the company’s IT infrastructure and core technology platforms. . Perform maintenance, patching, monitoring, and health checks. . Support infrastructure migrations, deployments, and technology upgrades. . Manage endpoint lifecycle, security initiatives, and technology rollouts. . Validate implementations and provide post-deployment support. . Drive process optimization and automation initiatives. 3) IT Methodology & Continuous Improvement . Create and maintain technical documentation, runbooks, and knowledge base articles. . Identify recurring issues, perform root cause analysis, implement long-term corrective actions. . Improve IT workflows, operational processes & ticket quality. . Support KPI reporting, operational reviews, and service improvement initiatives. . Promote automation, standardization, and IT best practices. . Assess & recommend technologies that improve operational efficiency and user experience. 4) Team Collaboration & Leadership . Mentor and support L1 agents through coaching, ticket reviews, and knowledge sharing. . Contribute to the continuous development of team capabilities and technical standards. . Demonstrate accountability, ownership, and attention to detail across all activities. REQUIRED QUALIFICATIONS 1) Experience . Experience in an MSP, IT consulting company, or corporate IT environment. . Previous experience handling technical escalations and advanced troubleshooting. . Experience supporting multi-site organizations and remote users. 2) Technical Skills . macOS and Apple hardware support. . Google Workspace administration. . Identity and access management platforms. . Networking fundamentals including routing, switching, VLANs, VPNs, DNS, DHCP, and firewall concepts. . Endpoint management and device lifecycle administration. . ITSM platforms and ticketing systems. . Strong documentation and process management skills. . Microsoft 365, Azure, and Azure Virtual Desktop support. 3) Professional Skills . Excellent verbal and written communication. . Strong troubleshooting and analytical thinking. . Ability to manage multiple priorities in a fast-paced environment. . High level of accountability and ownership. . Strong organizational skills and attention to detail. . Self-motivated and capable of working independently.