Systems Engineer/Tier II Tech Support

We are seeking a Systems Engineer / Tier 2 Technician to join our Service & Support team. This role serves as the primary escalation point for advanced technical issues involving Microsoft 365, networking, servers, security, remote access, data migrations, and business-critical systems.

The ideal candidate is a strong troubleshooter, communicates well with clients and teammates, and can manage escalated issues through resolution while mentoring Tier 1 technicians.

Responsibilities

• Resolve escalated Tier 2 support tickets from intake through closure
• Administer Microsoft 365, Entra, Exchange, Intune, SharePoint, licensing, and user permissions
• Troubleshoot networking issues involving firewalls, switches, VLANs, Wi-Fi, DNS, VPNs, and Internet connectivity
• Support advanced workstation, laptop, and hardware troubleshooting
• Perform and coordinate data migrations involving servers, NAS devices, shared drives, and SharePoint
• Troubleshoot security, certificate, remote access, and third-party application issues
• Support backup, disaster recovery, and business continuity processes
• Mentor Tier 1 technicians and assist with escalation readiness
• Maintain accurate ticket notes, documentation, SOPs, and network diagrams
• Utilize approved AI tools such as ChatGPT, Copilot, and Claude for troubleshooting and documentation
• Participate in rotating after-hours on-call support

Do you have experience in Windows?, * 2+ years of IT support or infrastructure experience

• MSP or escalation support experience preferred
• Strong knowledge of:
• Windows and Microsoft 365 administration
• TCP/IP, DNS, DHCP, VPNs, VLANs, Wi-Fi, and firewall concepts
• Active Directory, Group Policy, and identity management
• Intune, Exchange, Entra, and SharePoint
• Experience with:
• Advanced troubleshooting and critical issue resolution
• Endpoint security and phishing triage
• Backup/recovery and disaster recovery workflows
• PSA, RMM, remote support, and documentation platforms
• Excellent communication, customer service, and organizational skills
• Ability to work independently and prioritize effectively

Preferred Certifications

• CompTIA Network+ or Security+
• Microsoft certifications
• Experience with ConnectWise, RMM tools, and documentation platforms

Pulled from the full job description

• Paid training
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * Competitive pay based on experience
• Medical, dental, and vision insurance
• Life insurance
• IRA matching
• Paid time off and holidays
• Paid training and advancement opportunities
• Supportive team environment in a growing company

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Compensation Package:

• Bonus opportunities