Support Engineer
$70,000–$100,000 year
Remote · New York City, New York, United States or Mexico City, Mexico City, Mexico
Job Summary
The Support Engineer will provide second-level support for complex technical issues and escalations while managing user access and configurations in Active Directory/Identity Access Management. Responsibilities include advanced troubleshooting for OS and network issues, conducting root cause analysis, supporting software deployments, and ensuring adherence to service level agreements. Candidates should have 6–8 years of experience in IT Service Desk and possess strong communication skills as well as an understanding of O365 and endpoint security.
Required Qualifications
- 6–8 years of experience in IT Service Desk / End User Support
- Provide second-level support for complex technical issues and escalations
- Perform advanced troubleshooting for OS, application, network, and device issues
- Conduct root cause analysis and implement permanent fixes
- Manage user access, group policies, and advanced configurations in AD/IAM
- Handle escalated onboarding/offboarding and access-related issues
- Troubleshoot network issues (VPN, DNS, IP conflicts, connectivity issues)
- Support patching, software deployments, and system upgrades
- Work closely with L3 teams, vendors, and other IT functions for resolution
- Ensure SLA adherence and drive faster resolution of critical incidents
- Maintain and improve knowledge base, SOPs, and troubleshooting guides
- Support audit, compliance, and security requirements
- Monitor recurring issues and recommend process improvements/automation
Desired Qualifications
- Strong understanding of O365, endpoint security, and enterprise IT tools
- Strong communication skills (spoken and written)
Additional Requirements
- We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.