Technical Support Engineer (L2)

Altourage, a managed service provider within Lyra Technology Group, is hiring a Support Engineer (Tier 2/L2) to act as the escalation point for complex service desk tickets. This hybrid role in New York, NY focuses on resolving high-impact issues, maintaining client documentation, and supporting a defined set of clients through the Altourage Vega AI platform.

You will own escalations end to end, starting with reviewing Vega investigation reports and diagnostics before engaging on a ticket. You will also manage ticket workloads against SLA commitments, coordinate capacity with leadership when needed, and contribute to both client-facing communication and internal documentation.

What you’ll do

• Handle client tickets in line with Altourage best practices.
• Own the resolution of escalated tickets coming from the Service Desk team.
• Review investigation reports and diagnostics surfaced by Vega before beginning work.
• Manage and execute agent-based resolution workflows when Vega identifies tickets that can be resolved agentically.
• Use discretion to manage your calendar and workload to meet contractual SLA requirements.
• Notify the Support Desk Queue Manager and SM when you are at capacity so SLA commitments can be maintained.
• Accurately track time, document assigned tickets, and update internal documentation using best practices.
• Prioritize and escalate tickets, client care situations, and potential sales opportunities in a timely way.
• Follow Altourage security and confidentiality requirements.
• Maintain strong communication with clients and the team so clients receive clear updates on ticket progress.
• Serve as a preferred touch point for incoming requests and consultations for certain clients.
• Retain and apply technical and client “personality” knowledge to deliver customer service for preferred clients.
• Mentor, coach, and train Service Desk Support Associates on escalated tickets.
• Coordinate with selected Support Associates who act as primary touch points for your clients.
• Convey expertise in technology and business processes.
• Prepare for and execute on-site appointments while upholding Altourage’s core mission statement.
• Identify important client-initiated scope changes unrelated to original appointment deliverables and hand them off 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 to improve and iterate on Altourage’s Vega AI platform.
• Demonstrate a strong willingness to adopt new technologies as they are developed and rolled out.
• Read, learn, and master relevant best-practice documentation, including ticket management, AI technology and security standards, and time tracking.
• Coordinate with Technical Engineering, Security, and Technology teams to help 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 the assistance and consultations your preferred clients need.

What you bring

• 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 a related field (desired) or equivalent experience.
• Strong working knowledge of Microsoft 365, Entra ID (Azure AD), Intune, Windows Server, and Active Directory.
• Thorough networking fundamentals knowledge: 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 commonly used in managed services.
• Ability to own complex issues from diagnosis through resolution and mentor junior team members.
• Strong organization and time management skills, including managing your calendar and workload against SLA commitments.
• Excellent customer service skills with strong written and verbal communication, including the ability to explain technical concepts to non-technical audiences.
• Ability to travel to client sites for on-site appointments.

Technologies you’ll work with

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

Compensation and work arrangement

• Location: New York, NY (hybrid)
• In-office schedule: three days per week
• Salary range: $85,000–$95,000 per year