Systems Engineer – Level II

📋 Description

• Deliver advanced technical assistance to clients by addressing intricate hardware, software, and network challenges.

• Efficiently troubleshoot and resolve escalated incidents and service requests.

• Report to client sites for support as required.

• Take a leading role in monitoring and managing client IT infrastructure to ensure optimal performance and reliability.

• Implement and oversee routine maintenance tasks, updates, and system optimizations.

• Spearhead efforts in resolving complex IT incidents, documenting root causes, and instituting preventive measures.

• Mentor and guide Level I engineers in troubleshooting and resolution processes.

• Maintain detailed documentation of client environments, configurations, and support procedures.

• Actively participate in the development of the knowledge base and training resources.

• Collaborate directly with clients to comprehend their technical needs and provide proactive solutions.

• Communicate effectively with clients, offering status updates, technical information, and recommendations.

• Perform any additional tasks as requested by management to contribute to the overall success of the organization.

• Troubleshoot intricate issues within the M365 ecosystem, addressing technical concerns related to M365 services such as Outlook, Teams, SharePoint, OneDrive, and Office applications.

• Utilize PowerShell to automate repetitive tasks like bulk user management, mailbox configuration, and generating reports on M365 usage and security.

• Assist with M365 Security Center tasks, including detecting suspicious activities, responding to alerts, and aiding in the enforcement of data loss prevention (DLP) policies.

• Manage user identities through EntraID, including advanced functions like role assignments, multi-factor authentication (MFA), and conditional access policies.

• Handle intricate user permissions for SharePoint, Teams, and other M365 applications, involving multiple levels of access control or troubleshooting group-based permissions issues.

• Create, update, and remove user accounts, including assigning licenses and configuring permissions.

⛳️ Requirements

• Over 3 years of experience in a technical support role, ideally within a Managed Service Provider environment.

• Proficient in troubleshooting complex M365 issues.

• Strong understanding of Windows operating systems.

• M365 certification in Modern Workspace is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and certifications.

• Flexible work environment and remote working options.

• Comprehensive health benefits and wellness programs.