Technical Support Engineer L2

The Nu-Age Group is an accredited technology services firm specializing in managed IT services, cybersecurity, cloud solutions, disaster recovery, professional services and strategic IT consulting. Established in 1997, we deliver AI solutions, cybersecurity, and IT services to organizations nationwide, with a focus on enterprise-grade security, proactive innovation, and compliance (including HIPAA and SOC 2 certifications).

Headquartered in Orlando, FL, with offices located in NJ, we serve clients nationwide in financial services, healthcare, legal, construction, and more, emphasizing tailored solutions through partnerships with leading providers such as Microsoft, Cisco, VMWare and Palo Alto.

We are seeking a Technical Support Engineer to provide advanced technical support for our clients and help operate the business applications they rely on every day.

This role serves as the primary escalation layer for complex user, application, identity, and productivity-platform issues before specialized infrastructure, security, or architecture support is required. The Technical Support Engineer owns escalated user and application issues through resolution, performs routine administration of supported business applications, coordinates with software vendors when necessary, and helps improve documentation and support processes.

This is a hands-on service delivery position for someone who enjoys troubleshooting complex user issues, learning business applications, and taking ownership of problems through resolution.

• Provide Tier 2 advanced technical support across multiple managed client environments, owning escalated incidents and service requests through resolution while balancing client priorities, SLA commitments, and operational requirements.
• Serve as a technical escalation point for Help Desk personnel, applying structured troubleshooting and root cause analysis to complex or recurring user, endpoint, application, identity, and productivity-platform issues.
• Provide ongoing support and administration for assigned client business applications, including user access, permissions, routine configuration, application maintenance, and documented operational tasks.
• Develop working knowledge of supported client applications and business workflows in order to independently resolve common issues, identify recurring problems, and coordinate more complex cases with vendors or internal engineering teams.
• Manage third-party vendor support cases from initial escalation through resolution, maintaining ownership of client communication, documentation, follow-up, and internal coordination.
• Support Microsoft 365, identity, endpoint, and other client productivity platforms as part of day-to-day Level 2 service delivery, including routine administration and troubleshooting within established standards.
• Troubleshoot complex Windows workstation, application, authentication, connectivity, peripheral, profile, and end-user productivity issues across varied client environments.
• Maintain ownership of assigned incidents throughout their lifecycle, ensuring clear communication, appropriate prioritization, accurate documentation, and timely escalation when infrastructure, security, application development, or architecture expertise is required.
• Collaborate with Help Desk, Data Center Infrastructure, SOC, project teams, client stakeholders, and third party vendors to resolve issues efficiently and minimize disruption to client operations.
• Create and maintain knowledge articles, application runbooks, troubleshooting guides, support procedures, and client-specific documentation to improve consistency and reduce dependency on individual knowledge.
• Perform routine server-side troubleshooting and configuration changes required to support user access and business application functionality, including file services, permissions, disk utilization, registry settings, and related Windows components, while escalating infrastructure design or platform-level issues to Data Center Infrastructure.
• Identify recurring incidents, service impacting trends, and opportunities for operational improvement, and work with Service Desk leadership and engineering teams to implement sustainable solutions.
• Follow established IT service management, change management, access-control, security, and compliance processes while maintaining appropriate service levels, ticket hygiene, and time-entry standards.
• Participate in application upgrades, user-impacting changes, onboarding…