Technical Support Engineer (L2)

Altourage, a managed service provider within Lyra Technology Group, is seeking a Support Engineer (Tier 2/L2) to act as the escalation point for complex service desk tickets. In this hybrid role based in New York, NY, you will troubleshoot and resolve advanced incidents using Altourage’s Vega AI tooling, while owning documentation and the technology stack for a core group of clients.

Role Scope

You will serve as the escalation-responsible engineer for complicated issues from the Service Desk team. The role includes owning resolution end-to-end, reviewing AI investigation outputs prior to action, and managing workflow so responses align with contractual service level agreements (SLAs). You will also serve as a preferred technical touch point for select client needs and consultations.

Responsibilities

• Support clients by ensuring tickets are handled according to Altourage best practices.
• Action and own resolution of escalated tickets from the Service Desk team.
• Review investigation reports and diagnostics surfaced by Vega before initiating work on a ticket.
• Manage and execute agents for ticket resolution when Vega identifies resolutions that can be handled agentically.
• Use discretion to manage calendar and workload to meet contractual SLA requirements.
• Notify the Support Desk Queue Manager and SM when at capacity so SLA commitments can be maintained.
• Track time accurately, document assigned tickets, and update internal documentation using best practices.
• Prioritize and escalate tickets, client care situations, and potential sales opportunities in a timely manner.
• Abide by Altourage security and confidentiality requirements.
• Maintain strong client and team communication so ticket progress is clear and clients are kept informed.
• Provide preferred touch point coverage for incoming requests and consultations for certain clients.
• Maintain the technical and client-specific knowledge needed to deliver high-quality customer service to preferred clients.
• Mentor, coach, and train Service Desk Support Associates on escalated tickets.
• Coordinate with primary client-supporting Support Associates to ensure knowledge continuity for those clients.
• Communicate expertise in both technology and business processes to support client outcomes.
• Prepare for and execute on-site appointments with professionalism that supports Altourage’s mission.
• Identify and hand off important client scope changes unrelated to original appointment deliverables to remote support in a way that prevents client care situations.
• Leverage Vega AI tooling to troubleshoot and resolve complex root-cause issues.
• Identify and surface opportunities for improvement and iteration in the Vega AI platform.
• Read, learn, and master relevant best practice documentation, including ticket management, AI technology, security standards, and time tracking.
• Coordinate with Technical Engineering, Security, and Technology teams to configure, install, and maintain client front- and back-end infrastructure (servers, networks, cloud systems, security systems, and workstations).
• Audit and create client documentation and analyze ticket trends to determine needed technology assistance and consultations for preferred clients.

Required Qualifications

• 3+ years of IT support experience, including escalation-level (Tier 2/Tier 3) troubleshooting, ideally in a managed services environment.
• Bachelor’s degree in computer science, information technology, or 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.
• Proven ability to own complex issues from diagnosis through resolution and mentor junior team members.
• Strong organizational and time management skills, including managing calendar and workload against SLA commitments.
• Excellent customer service skills and strong written and verbal communication, including the ability to explain technical details to non-technical audiences.
• Ability to travel to client sites for on-site appointments.

Technology Stack

• Vega (Altourage’s AI platform)
• Microsoft 365
• Entra ID (Azure AD)
• Intune
• Windows Server
• Active Directory
• Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, firewalls, wireless
• Windows, macOS
• PSA, RMM
• PowerShell (noted as nice to have)
• Cloud systems
• Endpoint security tools, backup solutions

Location and Compensation

This role is based in New York, NY and operates on a hybrid schedule, with office presence three days per week. Base compensation range is USD 85,000–95,000 per year.

Education

• Bachelor’s degree in computer science, information technology, or a related field (desired) or equivalent experience.

Additional Notes

• Nice to have: working knowledge of a scripting language (example provided: 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.