📍 Job Overview

Job Title: Experienced Level 2 Support Engineer/Field Technician NYC
Company: Ripple IT
Location: New York, NY, USA
Job Type: Hybrid (On-site & Remote)
Category: IT Support & Field Technician
Date Posted: 2025-06-18
Experience Level: 5-10 years
Remote Status: Hybrid (On-site & Remote)

🚀 Role Summary

Key Responsibilities: Provide Tier 2 and Tier 3 support, troubleshoot complex issues, mentor junior technicians, and contribute to internal process improvement.
Key Skills: Technical Support, Troubleshooting, Microsoft 365, Google Workspace, VPNs, Cloud Services, Security Tools, Documentation, Networking, Mac Skills, PC Skills, Mentoring, Customer Service, Problem Solving, Communication, Project Execution.

📝 Enhancement Note: This role requires a strong blend of technical expertise and exceptional communication skills to provide outstanding support to clients and teammates.

💻 Primary Responsibilities

Tier 2 & Tier 3 Support: Provide advanced technical support for desktops, laptops, mobile devices, printers, servers, and networks across Mac and Windows environments.
Troubleshooting & Escalation: Troubleshoot and resolve complex issues involving various applications, cloud services, and security tools. Serve as a technical escalation point for junior technicians.
Provisioning & Deployment: Deploy, manage, and maintain new Macs, PCs, mobile devices, printers, and networking gear both onsite and remotely.
Monitoring & Alerts: Monitor and respond to alerts, resolving issues proactively before clients notice.
Vendor Management: Collaborate with vendors and third-party support to troubleshoot and escalate product-specific issues.
Travel: Travel onsite as required for client visits, installations, or urgent troubleshooting.
Process Improvement: Contribute to internal process improvement and mentor junior techs to enhance overall support quality.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, with a strong focus on preventing future issues and ensuring client satisfaction.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree in Information Technology, Computer Science, or a related field is preferred but not required. Equivalent experience is welcome.

Experience: 5-10 years of experience in IT support, with a strong preference for candidates with previous Managed Service Provider (MSP) experience.

Required Skills:

Excellent communication skills, both written and verbal, with a customer-focused mindset.
Strong troubleshooting skills and a natural ability to find solutions.
Proficiency in both Mac and PC environments.
Experience with Microsoft 365, Google Workspace, and various cloud services.
Familiarity with networking gear, including firewalls, switches, access points, and routers.
Ability to create and maintain documentation.
Reliable transportation and a good driving record.
Unquenchable desire to grow personally and professionally.

Preferred Skills:

Previous experience in an MSP environment.
Familiarity with Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platforms.
Experience with specific networking protocols and security tools.

📝 Enhancement Note: Candidates with a proven track record in IT support and a commitment to continuous learning will thrive in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Documentation: Provide examples of well-structured and comprehensive documentation for various IT support tasks and projects.
Troubleshooting Scenarios: Include case studies demonstrating your ability to troubleshoot complex issues and resolve them efficiently.
Cross-Platform Experience: Showcase your proficiency in both Mac and PC environments with relevant examples.
Customer Service: Highlight your customer service skills with testimonials or success stories showcasing your ability to handle clients with empathy and professionalism.

Technical Documentation:

Process Documentation: Include documentation outlining your approach to IT support processes, such as incident management, problem management, and change management.
Troubleshooting Guides: Provide step-by-step guides for troubleshooting common issues in your portfolio.
Knowledge Base Articles: Include articles or guides that demonstrate your ability to communicate complex technical concepts clearly and concisely.

📝 Enhancement Note: A well-curated portfolio showcasing your technical expertise, problem-solving skills, and customer service prowess will help you stand out in the application process.

💵 Compensation & Benefits

Salary Range: $80,000 - $120,000 per year (Based on experience and market research for IT support roles in New York City)

Benefits:

Full health benefits, including medical, dental, and vision insurance.
401k retirement plan with company matching.
Flexible work arrangements, allowing for a healthy work-life balance.
Challenging work and a team that cares about your personal and professional growth.
Amazing clients and coworkers, fostering a collaborative and enjoyable work environment.

Working Hours: Full-time position with a standard workweek of 40 hours, including onsite and remote work. Occasional overtime may be required to handle urgent client issues or projects.

📝 Enhancement Note: Ripple IT offers competitive compensation and benefits packages tailored to attract and retain top IT talent in the New York City area.

🎯 Team & Company Context

🏢 Company Culture

Industry: Ripple IT operates in the Managed Service Provider (MSP) industry, focusing on delivering exceptional IT support and services to small and medium-sized businesses.

Company Size: Ripple IT is a mid-sized company, providing ample opportunities for growth and career advancement while maintaining a family-like atmosphere.

Founded: Ripple IT was founded in 2010, with a mission to humanize IT by providing outstanding customer service and technical expertise.

Team Structure:

IT Support Team: The IT support team consists of junior, intermediate, and senior technicians, working together to provide exceptional client support.
Field Technicians: Field technicians specialize in onsite client visits, installations, and urgent troubleshooting.
Project Management: Project managers oversee client projects, ensuring they are delivered on time and within budget.
Sales & Marketing: The sales and marketing team focuses on client acquisition, retention, and brand awareness.

Development Methodology:

ITIL Framework: Ripple IT follows the ITIL framework for IT service management, ensuring consistent and high-quality service delivery.
Agile Principles: The company embraces Agile principles for project management, fostering flexibility, collaboration, and continuous improvement.
Customer-Centric Approach: Ripple IT prioritizes customer satisfaction and strives to understand and meet the unique needs of each client.

Company Website: Ripple IT

📝 Enhancement Note: Ripple IT's customer-centric approach and commitment to continuous improvement make it an excellent choice for IT professionals seeking a challenging and rewarding work environment.

📈 Career & Growth Analysis

IT Support Engineer Career Level: This role is an experienced level position, focusing on advanced technical support, troubleshooting, and mentoring junior technicians. The primary responsibility is to ensure client satisfaction by resolving complex issues efficiently and effectively.

Reporting Structure: This role reports directly to the IT Support Manager, who oversees the IT support team and field technicians. The IT Support Engineer may also collaborate with project managers, sales, and marketing teams to ensure client needs are met.

Technical Impact: The IT Support Engineer plays a crucial role in maintaining client satisfaction by resolving complex technical issues, preventing future problems, and contributing to internal process improvement. Their work directly impacts the company's reputation and client retention rates.

Growth Opportunities:

Senior IT Support Engineer: With experience and proven performance, IT Support Engineers can advance to senior roles, focusing on more complex issues, mentoring, and process improvement.
IT Support Manager: Exceptional senior IT support engineers may transition into management roles, overseeing the IT support team and field technicians.
Specialization: IT Support Engineers can specialize in specific areas, such as networking, security, or cloud services, to expand their skillset and career prospects.

📝 Enhancement Note: Ripple IT offers clear career progression paths for IT support professionals, with opportunities for growth and advancement based on performance and skill development.

🌐 Work Environment

Office Type: Ripple IT maintains a hybrid work environment, with both on-site and remote work options available for IT support engineers. The on-site office is located in New York City, providing a collaborative workspace for team members to connect and collaborate.

Office Location(s): Ripple IT's primary office is located in New York City, with field technicians traveling to client sites as required.

Workspace Context:

Collaborative Workspace: Ripple IT's office is designed to foster collaboration and communication among team members, with open workspaces and meeting rooms available for team discussions and brainstorming sessions.
State-of-the-Art Technology: The office is equipped with the latest technology, including high-speed internet, multiple monitors, and testing devices, to ensure optimal productivity and performance.
Client Interaction: Field technicians interact directly with clients on-site, providing personalized support and ensuring client satisfaction.

Work Schedule: IT Support Engineers typically work a standard 40-hour workweek, with on-site and remote work options available. Occasional overtime may be required to handle urgent client issues or projects. Field technicians may have variable schedules, depending on client needs and project timelines.

📝 Enhancement Note: Ripple IT's hybrid work environment and commitment to collaboration foster a productive and engaging work experience for IT support professionals.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss your qualifications, experience, and career goals.
Technical Assessment: A hands-on technical assessment, focusing on your troubleshooting skills, problem-solving abilities, and communication skills.
On-site Visit: An on-site visit to Ripple IT's office, where you will meet with the IT Support Manager and other team members to discuss your fit within the company culture and team dynamics.
Final Decision: A final decision will be made based on your interview performance, technical assessment results, and overall fit with the Ripple IT team.

Portfolio Review Tips:

Documentation: Highlight your ability to create and maintain comprehensive documentation by providing examples of well-structured and informative guides.
Troubleshooting Scenarios: Prepare case studies demonstrating your ability to troubleshoot complex issues and resolve them efficiently.
Customer Service: Showcase your customer service skills with testimonials or success stories that illustrate your ability to handle clients with empathy and professionalism.
Cross-Platform Proficiency: Emphasize your proficiency in both Mac and PC environments with relevant examples and projects.

Technical Challenge Preparation:

Troubleshooting Scenarios: Practice common troubleshooting scenarios to hone your problem-solving skills and communication abilities.
Documentation: Prepare documentation outlining your approach to IT support processes, such as incident management, problem management, and change management.
Customer Service: Brush up on your customer service skills, focusing on active listening, empathy, and clear communication.

ATS Keywords: [Provide a comprehensive list of relevant ATS keywords, organized by category, such as programming languages, tools, methodologies, soft skills, and industry terms.]

📝 Enhancement Note: Ripple IT's interview process focuses on assessing your technical skills, problem-solving abilities, and cultural fit within the organization. Prepare thoroughly to demonstrate your expertise and enthusiasm for the role.

🛠 Technology Stack & Web Infrastructure

IT Support Tools:

Remote Monitoring & Management (RMM): Ripple IT uses RMM tools to monitor client networks and devices, allowing for proactive issue resolution and efficient support.
Professional Services Automation (PSA): PSA platforms help manage client tickets, track work hours, and ensure efficient resource allocation.
Documentation Platforms: Ripple IT utilizes documentation platforms to maintain up-to-date records of client environments, troubleshooting guides, and internal processes.

Operating Systems:

Windows: Proficiency in Windows operating systems is essential for supporting client environments and troubleshooting Windows-based issues.
MacOS: Familiarity with MacOS is crucial for supporting client environments and troubleshooting Mac-based issues.

Networking:

Networking Protocols: A solid understanding of networking protocols, such as TCP/IP, DNS, DHCP, and VPN, is essential for troubleshooting network-related issues and configuring networking gear.
Networking Gear: Experience with networking gear, such as firewalls, switches, access points, and routers, is crucial for on-site visits and remote support.

📝 Enhancement Note: Ripple IT's technology stack focuses on providing efficient and effective IT support, with a strong emphasis on remote monitoring, documentation, and customer service.

👥 Team Culture & Values

IT Support Values:

Customer Focus: Ripple IT prioritizes customer satisfaction, ensuring that clients feel valued and supported throughout the IT support process.
Empathy: IT support professionals must demonstrate empathy and active listening to understand and address client concerns effectively.
Continuous Learning: Ripple IT encourages continuous learning and skill development, fostering a culture of growth and improvement.
Collaboration: IT support professionals work closely with other team members, project managers, and clients to ensure efficient and effective problem resolution.

Collaboration Style:

Cross-Functional Interaction: IT support professionals collaborate with various teams, including sales, marketing, and project management, to ensure client needs are met and projects are delivered successfully.
Peer-to-Peer Learning: Ripple IT fosters a culture of knowledge sharing and peer-to-peer learning, with regular team meetings and training sessions.
Mentoring: Senior IT support engineers mentor junior technicians, fostering skill development and career growth within the team.

📝 Enhancement Note: Ripple IT's IT support team values customer focus, empathy, continuous learning, and collaboration, fostering a positive and productive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Troubleshooting: IT support engineers may encounter complex technical issues that require creative problem-solving and a deep understanding of various technologies.
Legacy Systems: Clients may use outdated or legacy systems, presenting unique challenges and requiring specialized knowledge to resolve issues.
Remote Support: IT support engineers must be proficient in remote support tools and techniques to provide efficient and effective assistance to clients from a distance.
Client Expectations: IT support professionals must manage client expectations, ensuring they understand the support process and the limitations of available technologies.

Learning & Development Opportunities:

Technical Training: Ripple IT offers technical training and certifications to help IT support professionals expand their skillset and advance their careers.
Conferences & Events: Ripple IT encourages employees to attend industry conferences and events, providing opportunities for networking and professional development.
Mentoring & Leadership: Senior IT support engineers can mentor junior technicians, fostering skill development and career growth within the team. Additionally, they may have the opportunity to take on leadership roles, guiding the IT support team and contributing to strategic decision-making.

📝 Enhancement Note: Ripple IT offers numerous challenges and growth opportunities for IT support professionals seeking to develop their skills and advance their careers in a dynamic and collaborative work environment.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scnarios: Prepare for technical questions focusing on troubleshooting common IT issues, such as network connectivity problems, software installation errors, and hardware malfunctions.
Documentation: Be ready to discuss your approach to creating and maintaining documentation, outlining your process for incident management, problem management, and change management.
Customer Service: Brush up on your customer service skills, focusing on active listening, empathy, and clear communication. Prepare examples of successful customer interactions and problem resolution.

Company & Culture Questions:

Company Culture: Research Ripple IT's company culture, values, and mission to demonstrate your understanding of the organization and your fit within the team.
Team Dynamics: Prepare for questions about team dynamics, collaboration, and communication, showcasing your ability to work effectively within a team environment.
Problem-Solving Approach: Be ready to discuss your problem-solving approach, outlining your process for identifying, analyzing, and resolving complex technical issues.

Portfolio Presentation Strategy:

Documentation: Highlight your ability to create and maintain comprehensive documentation by providing examples of well-structured and informative guides.
Troubleshooting Scenarios: Prepare case studies demonstrating your ability to troubleshoot complex issues and resolve them efficiently.
Customer Service: Showcase your customer service skills with testimonials or success stories that illustrate your ability to handle clients with empathy and professionalism.
Cross-Platform Proficiency: Emphasize your proficiency in both Mac and PC environments with relevant examples and projects.

📝 Enhancement Note: Ripple IT's interview process focuses on assessing your technical skills, problem-solving abilities, and cultural fit within the organization. Prepare thoroughly to demonstrate your expertise and enthusiasm for the role.

📌 Application Steps

To apply for this IT Support Engineer position at Ripple IT:

Submit Your Application: Visit the Ripple IT careers page and submit your application through the application link provided.
Tailor Your Resume: Customize your resume to highlight your relevant IT support experience, technical skills, and customer service accomplishments.
Prepare Your Portfolio: Curate a portfolio showcasing your technical expertise, problem-solving skills, and customer service prowess. Include examples of documentation, troubleshooting scenarios, and customer testimonials.
Research Ripple IT: Thoroughly research Ripple IT's company culture, values, and mission to ensure a strong fit with the organization and demonstrate your enthusiasm for the role.
Prepare for Technical Assessment: Brush up on your troubleshooting skills, documentation techniques, and customer service abilities in preparation for the technical assessment.
Practice Interview Questions: Prepare for common interview questions, focusing on your technical skills, problem-solving approach, and cultural fit within the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and IT support industry-standard assumptions. All details should be verified directly with Ripple IT before making application decisions.

Experienced Level 2 Support Engineer/Field Technician NYC