Systems Engineer

The Systems Engineer supports the TAC National Team and reports to the Manager of Technical Assistance Center (TAC). This role is responsible for providing advanced technical support, infrastructure expertise, and escalation management across customer environments. The Systems Engineer serves as a senior technical resource, delivering exemplary customer service, troubleshooting complex infrastructure issues, and providing strategic technical guidance to customer leadership and internal teams.

This role involves managing and resolving high-priority technical incidents, supporting escalations from service delivery teams, ensuring operational excellence across customer environments, and delivering advanced expertise in Microsoft, virtualization, cloud, networking, and security technologies., * Serve as a subject matter expert in infrastructure design, architecture, and operational support.

• Provide advanced troubleshooting and support for complex server, cloud, networking, and security issues.
• Act as the primary escalation point for Tier 1, Tier 2, and Tier 3 support teams.
• Lead the investigation, troubleshooting, and resolution of critical and high-severity incidents impacting customer operations.
• Coordinate the escalation of high-level technical issues with vendors, partners, internal engineering teams, and customer stakeholders as required.
• Perform root cause analysis (RCA) and develop corrective actions to prevent recurring issues.
• Provide proactive recommendations to improve customer system health, reliability, performance, and security.
• Deliver advanced support for Microsoft 365, Microsoft Azure, Microsoft Exchange, and related cloud technologies.
• Administer and support VPN, VMware, Hyper-V, firewall, and enterprise networking solutions.
• Provide implementation and support for Multi-Factor Authentication (MFA) and identity management solutions.
• Offer mentorship, training, and technical guidance to fellow team members.
• Develop, standardize, and maintain Standard Operating Procedures (SOPs) and knowledge base documentation.
• Manage and maintain comprehensive customer-facing and internal technical documentation.
• Collaborate with engineering, service delivery, project, and customer success teams to ensure successful issue resolution and service delivery.
• Participate in problem management, change management, and continuous service improvement initiatives.

• Advanced knowledge of Microsoft 365, Azure, Exchange Online, Entra ID (Azure AD), and cloud-based technologies.
• Strong understanding of hybrid infrastructure, virtualization, storage, networking, and security best practices.
• Ability to troubleshoot and resolve complex technical issues across multiple technology platforms.
• Experience coordinating high-priority incident response and managing technical escalations.
• Excellent communication skills with the ability to effectively engage technical and non-technical audiences.
• Ability to advise customers and internal stakeholders on infrastructure strategies and operational improvements.
• Ability to explain complex technical topics to technical teams, business leaders, and executive stakeholders.
• Strong collaboration skills when working with cross-functional teams, vendors, and customer contacts.
• Maintain advanced knowledge of Microsoft 365 applications, cloud services, TCP/IP networking, and security technologies.
• Apply advanced technical triage methodologies and service delivery expectations.
• Adhere to ticketing standards, documentation requirements, workflows, and escalation processes.
• Strong analytical, organizational, and problem-solving skills.
• Ability to prioritize and manage multiple critical issues simultaneously.

Preferred Education and Experience

• 5+ years of MSP (Managed Service Provider) support, engineering, or escalation experience (Required).
• Experience working within a Technical Assistance Center (TAC), Network Operations Center (NOC), Service Desk, or Managed Services environment.
• Certifications such as Security+, VMware (VCP/VCTA/VCAP), MCSE, MCSA, Cisco, Azure, Microsoft 365, or equivalent.
• Microsoft Certified: Security, Compliance, and Identity; Azure Administrator; Azure Solutions Architect; or equivalent certifications preferred.
• Strong understanding of cloud migration strategies and best practices.
• Superior reading, writing, verbal communication, and customer-facing skills.
• Strong understanding of networking concepts, enterprise infrastructure, and industry best practices.
• Experience supporting escalated incidents, problem management, and root cause analysis in enterprise environments.

Physical Demands:

Exerts up to 50 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, involving the human body. Sedentary work involves sitting most of the time.