L2 IT Helpdesk Engineer

Description We are looking for an experienced L2 IT Helpdesk Engineer to provide advanced technical support for users and client environments in New York, New York. This role focuses on resolving complex issues across desktops, networks, cloud services, and endpoint platforms while ensuring a high standard of service. The ideal candidate is comfortable balancing hands-on troubleshooting, documentation, and collaboration with both entry-level support staff and senior engineering teams.

Responsibilities:
• Act as the main point of escalation for issues that move beyond first-line support, driving problems through to resolution with clear updates to stakeholders.
• Diagnose and fix complex technical incidents affecting workstations, connectivity, Microsoft cloud services, and remote support environments.
• Investigate recurring problems to identify underlying causes and recommend practical improvements that reduce repeat service interruptions.
• Oversee support ticket...