Experienced Level 2 Support Engineer/Field Technician NYC

Job DescriptionJob Description

Ripple is looking for an experienced Level 2 Support Engineer. That means you probably have around 5 years of IT experience. You are definitely enthusiastic about both people and IT. Here’s the mission of the job, and what you can expect.

Mission for the Ripple Support Engineer:
To make Ripple clients feel human, especially when they are having an IT problem. To solve problems - and prevent future ones - using smart thinking. To become a better person in the process, and help us become better people for knowing you.

Core Values

• Assume Good Intentions
• Best is Best
• Collaborate Always

Beliefs we practice

• Freedom to do your best work

• Ask why, not just how
• Commitment to each other
• Celebrate loudly
• Team performance, family feel
• Style & design make everything better

Purpose

• To Humanize IT.

Requirements

The kind of stuff you’ll do:

As a Senior IT Support Technician, you’ll be a key player in delivering excellent technical support and project execution for our clients and teammates. Here’s what your days will look like:

• Provide Tier 2 and Tier 3 support for desktops, laptops, mobile devices, printers, servers, and networks across Mac and Windows environments.
• Troubleshoot and resolve issues involving Microsoft 365, Google Workspace, VPNs, file servers, cloud services, security tools, and other line-of-business applications.
• Handle escalations from junior technicians and serve as a technical escalation point for more complex issues.
• Provision, deploy, and manage new Macs, PCs, mobile devices, printers, and other office technology.
• Install and configure software — from line-of-business apps to antivirus, security tools, VPN clients, and productivity platforms.
• Deploy and maintain networking gear like firewalls, switches, access points, and routers — both onsite and remotely.
• Use RMM, PSA, and documentation platforms to manage tickets, log work, and keep records up to date.
• Monitor and respond to alerts, resolving issues proactively before the client even notices.
• Work with vendors and third-party support to troubleshoot and escalate product-specific issues as needed.
• Travel onsite as required for client visits, installations, or urgent troubleshooting
• Contribute to internal process improvement, mentoring junior techs and helping us get better every day.

How you will know if you are successful:

• Ripple customers will sing your praises often. They will say things like: “Pat is so friendly.” “Pat is so helpful.” “Pat helped me understand something technical without sounding technical.” “Pat never speaks down to me.”
• Your fellow Ripplers will sing your praises often. They will say things like: “I know I can always go to Pat for help.” “Pat is a real self-starter.” “Pat listens to me.” “Pat is fun.” “Pat just gets the job done.”

What you need to bring:

• Ability to communicate empathetically, logically, and clearly in a boatload of different situations. Calm under pressure, graceful under fire, and able to bring the funk at all times
• Natural troubleshooting skills
• Reliable transportation and a good driving record
• Ability to find answers
• Unquenchable desire to grow - personally, and professionally
• A “roll up your sleeves and let’s get to it” work ethic
• Both Mac and PC skills
• Use - and create - documentation
• Previous MSP experience a big plus
• Employment contingent upon being able to reliably navigate your way to Manhattan and around all 5 boroughs.

Benefits

What we’ll bring:

• A workplace of unrivaled flexibility
• Challenging work
• A team that cares about you and your goals
• Good pay
• Very good benefits (full health, 401k, etc.)
• Amazing clients and coworkers