Managed Services Systems Engineer II

Job Title: Systems Engineer II Department/Division: Managed Services Reports To: Managed Services Support Desk Manager

Job Summary:

The Systems Engineer Tier II is a key member of the Managed Services team responsible for supporting and maintaining client IT environments. This role provides advanced technical support, troubleshoots and resolves escalated issues, and works directly with end users, vendors, and internal teams to deliver timely and effective solutions. The Systems Engineer Tier II also assists with proactive maintenance, documentation, and technology improvements to ensure reliable, secure, and efficient customer environments.

Essential Functions:

• Benchmark, analyze, report on and make recommendations for the improvement and growth of the technology infrastructure.
• Maintain current knowledge of relevant technology and will continually research industry best practices.
• Provide Tier 2 technical support for managed services customers, including troubleshooting and resolving escalated desktop, server, network, and cloud-related issues.
• Perform administration and support of Microsoft 365, Azure, Active Directory, Entra ID, Exchange Online, Teams, and related cloud services.
• Mitigate future issues by monitoring and proactively resolving issues before they reach a critical state. This may involve responding to monitoring tickets and assisting with patch management.
• With moderate guidance from other team members, create and maintain basic to moderately complex systems for the benefit of internal and external clients.
• Maintain a high level of customer service by communicating professionally, setting expectations, and ensuring a positive customer experience.
• Develop and document knowledge of internal and external clients’ business and help provide options to resolve issues or proactively advance the organization forward.
• Complete assigned tasks in a timely manner, track time in the ticketing system and communicate status to manager.
• Track all documentation and communications through Carrier Access IT’s internal systems.
• Provide technical guidance and mentorship to Tier 1 engineers and assist with knowledge transfer across the team.
• Will work in one of our three office locations.
• Perform other tasks as needed and/or requested.
• Associate or bachelor’s degree and 4+ years of related information systems technical experience.
• Strong working knowledge of desktop support, server administration, networking, cloud technologies, and business application support.
• Experience administering and troubleshooting:
• Active Directory
• Group Policy
• DHCP and DNS
• User and identity management
• Microsoft 365 and Exchange Online
• Experience utilizing Remote Monitoring and Management (RMM) platforms such as N-able, LogicMonitor, or similar tools.
• Experience supporting endpoint security solutions including Microsoft Defender, Cisco Secure Endpoint, Huntress, or equivalent platforms.
• Working knowledge of backup and disaster recovery solutions, including monitoring, troubleshooting, and restoration processes.
• Experience with scripting and automation technologies such as PowerShell, is preferred.
• Ability to plan, deploy, maintain, and troubleshoot workstation, server, and cloud-based solutions.
• Experience working within a PSA/ticketing platform such as ConnectWise Manage, is preferred.
• Knowledge of virtualization technologies including:
• VMware vSphere/ESXi
• Microsoft Hyper-V
• Virtual infrastructure maintenance, troubleshooting, and lifecycle upgrades
• Understanding of external DNS services and record types, including A, AAAA, MX, TXT, CNAME, and SPF records.
• Experience managing internal and external SSL certificates.
• Familiarity with Virtual Desktop Infrastructure (VDI) technologies, including Horizon View and Azure Virtual Desktop (AVD), with the ability to perform basic troubleshooting of associated services and components.
• Experience supporting public cloud platforms, including Microsoft Azure, Microsoft 365, and/or Amazon Web Services (AWS).
• Excellent troubleshooting, customer service, communication, and documentation skills.
• Ability to manage multiple priorities while maintaining service level agreements (SLAs) and providing a high-quality customer experience.
• Ability to conduct and direct research into technical issues and products as required.
• Ability to present ideas in a business-friendly and user-friendly language.
• High level of self-motivation.
• Meticulous attention to detail.
• Proven analytical, strategic thinking and problem-solving abilities.
• Ability to thrive in a culture of growth, change and continuous learning.
• Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
• Occasional travel to client sites may be required.
• Ability to work in an environment which may require:
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and to handle other computer components.

Education and Experience:

• Associate or bachelor’s degree and 4+ years of related information systems technical experience.
• Strong working knowledge of desktop support, server administration, networking, cloud technologies, and business application support.
• Experience administering and troubleshooting:
• Active Directory
• Group Policy
• DHCP and DNS
• User and identity management
• Microsoft 365 and Exchange Online
• Experience utilizing Remote Monitoring and Management (RMM) platforms such as N-able, LogicMonitor, or similar tools.
• Experience supporting endpoint security solutions including Microsoft Defender, Cisco Secure Endpoint, Huntress, or equivalent platforms.
• Working knowledge of backup and disaster recovery solutions, including monitoring, troubleshooting, and restoration processes.
• Experience with scripting and automation technologies such as PowerShell, is preferred.
• Ability to plan, deploy, maintain, and troubleshoot workstation, server, and cloud-based solutions.
• Experience working within a PSA/ticketing platform such as ConnectWise Manage, is preferred.
• Knowledge of virtualization technologies including:
• VMware vSphere/ESXi
• Microsoft Hyper-V
• Virtual infrastructure maintenance, troubleshooting, and lifecycle upgrades
• Understanding of external DNS services and record types, including A, AAAA, MX, TXT, CNAME, and SPF records.
• Experience managing internal and external SSL certificates.
• Familiarity with Virtual Desktop Infrastructure (VDI) technologies, including Horizon View and Azure Virtual Desktop (AVD), with the ability to perform basic troubleshooting of associated services and components.
• Experience supporting public cloud platforms, including Microsoft Azure, Microsoft 365, and/or Amazon Web Services (AWS).
• Excellent troubleshooting, customer service, communication, and documentation skills.
• Ability to manage multiple priorities while maintaining service level agreements (SLAs) and providing a high-quality customer experience.

Required skills and abilities:

• Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
• Ability to work varied hours of the day and/or days of the week.
• One that demonstrates a strong commitment to their role and is dependable in their attendance and punctuality, ensuring they are present and ready to contribute daily.
• Lifting and transporting moderately heavy objects (up to 60lbs), such as computers and peripherals
• Climbing ladders, crawling, bending and squatting

Benefits:

Carrier Access IT offers a comprehensive benefits package designed to support our leaders both personally and professionally, including a 401(k) with employer match, eligibility for a quarterly bonus, paid time off and volunteer time off, medical, dental, and vision coverage, life and disability insurance, career development and growth opportunities through mentorship, training, and exposure to diverse projects, professional development and tuition support, wellness and financial resources, and a family-valued, culture-rich work environment. A full summary of benefits is provided during the interview and onboarding process.