Systems Engineer II, 3rd Shift

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Act as the primary overnight escalation contact for infrastructure, network, cloud, backup, and platform incidents within the NOC team's responsibilities.

• Ensure continuous monitoring and respond to critical alerts, service events, and monitoring notifications within set response targets.

• Validate alerts, evaluate business impact, correlate events, perform initial triage, and resolve or escalate incidents following documented procedures.

• Research, resolve, document, and communicate both internal and client issues while adhering to SLA expectations.

• Conduct proactive overnight health checks on client infrastructure, hosted services, backup jobs, replication processes, scheduled automation, and other essential operational services.

• Coordinate overnight incident responses for outages and service disruptions with on-call engineering, leadership, vendors, or client representatives.

• Provide intermediate-level troubleshooting and configuration support for Meraki, Cisco, switching, routing, wireless, firewalls, and VPN tunnels.

• Troubleshoot Windows workstations, file servers, Windows Server, Active Directory, Group Policy, DNS, DHCP, and related services.

• Offer Azure support for virtual machines, storage, networking, network security groups, backup, monitoring, and identity integrations.

• Assist with Microsoft 365 services, including Outlook, Exchange Online, Teams, SharePoint Online, and issues related to identity or access.

• Support VMware vSphere and/or Microsoft Hyper-V environments, addressing VM lifecycle, host or cluster health, compute, storage, and resource concerns.

• Execute approved overnight maintenance windows, including patching, infrastructure changes, and validation steps under change management procedures.

• Engage in major incident response and root cause analysis by documenting timelines, contributing factors, corrective actions, and follow-up items.

• Create detailed shift turnover notes and comprehensively document incidents, alerts, maintenance, changes, escalations, and client communications.

• Identify recurring overnight alerts and propose improvements in monitoring, documentation, automation, or processes.

• Utilize PowerShell or other authorized tools for diagnostics, repeatability, and routine administrative automation.

• Maintain diagrams, documentation, procedures, and IT asset records for both internal and client environments.

• Communicate professionally with internal teams and external customers during standard operations and service-impacting incidents.

⛳️ Requirements

• 3-5 years of progressive experience in infrastructure, systems, networking, cloud, or managed-services support.

• Prior experience supporting 24x7 operations, a NOC, an MSP, or another alert-driven production environment is preferred.

• Proven experience troubleshooting Windows Server, Active Directory, Microsoft 365, networking, Azure, and at least one virtualization platform.

• Experience managing incidents from alert through triage, resolution or escalation, documentation, and operational handoff.

• Ability to work independently with minimal immediate supervision and make sound operational decisions within documented authority.

• Capacity to prioritize multiple concurrent incidents and recognize when immediate escalation is necessary.

• Ability to communicate effectively with technical teams, on-call personnel, business users, and external customers during overnight incidents.

• Proficient in accurately following technical work instructions, maintenance plans, change records, escalation procedures, and validation checklists.

• Familiarity with LogicMonitor, NinjaOne, ConnectWise PSA, IT Glue, or similar platforms is preferred.

• Experience with Azure Monitor, Log Analytics, Azure Backup, and Azure Site Recovery is preferred.

• Previous support experience in VMware vSphere, VMware Cloud Foundation, and/or Microsoft Hyper-V is preferred.

• PowerShell scripting and automation experience is advantageous.

• Experience with conducting production maintenance during approved after-hours change windows is preferred.

• Strong troubleshooting skills during high-impact outages and maintaining accurate communication under time-sensitive conditions is preferred.

• Excellent customer service, interpersonal, documentation, organization, time management, and prioritization skills are preferred.

• Preferred certifications include Azure Administrator Associate (AZ-104), Azure Solutions Architect Expert (AZ-305), Cisco Certified Network Associate (CCNA), and VMware or Microsoft 365 Certifications.

• Schedule: Wednesday-Sunday, 8:00 PM - 4:30 AM AZ time.

🏝️ Benefits

• Medical, dental, and vision benefits with highly subsidized premiums.

• Two weeks of paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off.

• 401(k) Plan with employer match.

• Onsite Fitness Center.

• Onsite Monthly Massages.