System Engineering role involving the development of architecture for autonomous vehicle systems. Collaborate within a team to meet customer needs and deliver innovative solutions.
About the role
- Tier 2 Systems Engineer handling escalated technical issues for managed services customers. Collaborating with Tier 1 and Tier 3 teams to ensure system stability and security.
Responsibilities
- Provide Tier 2 support via phone, ticketing system, email, and remote tools.
- Troubleshoot and resolve escalated incidents related to workstations, servers, networks, and cloud services.
- Own tickets through to resolution, ensuring timely communication and proper documentation.
- Collaborate with Tier 1 and Tier 3 resources to resolve complex issues and improve knowledge transfer.
- Support and maintain Microsoft Windows Server and desktop environments (AD, DNS, DHCP, GPO, file/print services).
- Administer Microsoft 365/Exchange Online, Teams, OneDrive, and related services.
- Perform user and group administration across various systems.
- Assist with management of switches, firewalls, wireless, VPN, and other network devices.
- Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues.
- Perform routine maintenance (patching, updates, backups, AV/EDR checks, capacity management).
- Participate in implementation and upgrade projects (migrations, standardization, new deployments).
- Contribute to standard operating procedures (SOPs), documentation, and knowledge base articles.
- Support security tools such as endpoint protection, MFA, email security, and backup/recovery solutions.
- Assist in responding to security-related alerts and incidents following established playbooks.
- Follow best practices and policies for system hardening, access control, and data protection.
- Mentor Tier 1 technicians and help elevate overall team capability.
- Provide feedback to improve tools, processes, and service delivery.
- Maintain strong customer relationships with a focus on responsiveness, quality, and professionalism.
Requirements
- 3+ years of experience in a technical support, systems administration, or MSP/help desk role (Tier 2 equivalent).
- Strong experience with: Windows desktop (Windows 10/11) and Windows Server OS (2012/2016/2019+).
- Active Directory, DNS, DHCP, Group Policy.
- Microsoft 365 administration (Exchange Online, Teams, basic security/compliance settings).
- Remote support tools and RMM/monitoring platforms.
- Solid understanding of TCP/IP networking, VLANs, VPN, and basic firewall concepts.
- Experience troubleshooting common business applications, printers, and peripherals.
- Excellent customer service, communication, and documentation skills.
- Ability to prioritize and manage multiple tickets and tasks in a high-volume environment.
- Must be authorized to work in the United States.
- Experience working for a Managed Services Provider (MSP) or in a multi-client support environment (preferred).
- Hands-on experience with: Microsoft Azure, Intune/Endpoint Manager, or other cloud platforms (preferred).
- Relevant certifications such as: CompTIA Network+, Security+, Server+, Microsoft certifications (MCP, MCSA, AZ-900, MS-900, MD-102, etc.) (preferred).
Benefits
- Paid time off including paid holidays and floating holidays.
- Bonus potential based on individual and company performance
- Highly competitive and flexible medical, dental, and vision benefits plans
- 401(k) with employer match
- Tailored Life and Disability insurance plans
- Full reimbursement for approved professional certification and career enriching opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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