L2 Support Engineer

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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