Location: New York City, NY
Salary: $35.00 USD Hourly - $45.00 USD Hourly
Description: Our client is currently seeking a L2 Support Engineer with the following:
-API Troubleshooting
- workato troubleshooting
- SAAS System integration troubleshooting
- access management - Provisioning, permissions, group management, Okta
- Google Workspace, Intune
IT Support Engineer II (Tier 2 Support)
- Serve as a Tier 2 escalation resource, resolving complex tickets escalated from the L1 Service Desk team across identity, endpoint, SaaS, and collaboration platforms.
- Administer and troubleshoot Okta, Google Workspace, Jamf, Intune, Zoom, Atlassian, and other enterprise SaaS applications supporting 3,000+ users.
- Manage user lifecycle processes, including onboarding/offboarding, access requests, permissions, group management, SSO issues, and identity-related troubleshooting.
- Investigate and resolve application integration issues by reviewing logs, API responses, Workato recipes, and SaaS platform configurations to identify root causes.
- Troubleshoot access, authentication, provisioning, and permissions-related issues across interconnected business systems.
- Provide hands-on support for macOS and Windows devices, conference room technology, Zoom Rooms, A/V systems, and office hardware needs.
- Create and maintain technical documentation, troubleshooting guides, and repeatable support processes to improve the end-user experience.
- Partner closely with L3 Engineering, IT Operations, and other support teams while developing deeper technical ownership of systems and access management over time.
- Demonstrate a customer-first mindset by supporting both highly technical and non-technical users, handling everything from complex SaaS issues to basic walk-up support requests
Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.
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