Tier 2 Systems Engineer

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

📋 Description

• Deliver Tier 2 support through phone, ticketing systems, email, and remote tools.

• Diagnose and resolve escalated incidents related to workstations, servers, networks, and cloud services.

• Manage tickets until resolution, ensuring timely communication and accurate documentation.

• Collaborate with Tier 1 and Tier 3 teams to address complex issues and enhance knowledge transfer.

• Support and maintain Microsoft Windows Server and desktop environments (AD, DNS, DHCP, GPO, file/print services).

• Administer Microsoft 365/Exchange Online, Teams, OneDrive, and associated services.

• Conduct user and group administration across multiple systems.

• Aid in the management of switches, firewalls, wireless, VPN, and other network devices.

• Monitor client environments using RMM and monitoring tools; respond to alerts and resolve issues.

• Execute routine maintenance (patching, updates, backups, AV/EDR checks, capacity management).

• Engage in implementation and upgrade projects (migrations, standardization, new deployments).

• Contribute to standard operating procedures (SOPs), documentation, and knowledge base articles.

• Support security tools such as endpoint protection, MFA, email security, and backup/recovery solutions.

• Assist in addressing security-related alerts and incidents in accordance with established playbooks.

• Adhere to best practices and policies for system hardening, access control, and data protection.

• Mentor Tier 1 technicians to enhance overall team performance.

• Provide feedback for improving tools, processes, and service delivery.

• Cultivate strong customer relationships with an emphasis on responsiveness, quality, and professionalism.

⛳️ Requirements

• Over 3 years of experience in a technical support, systems administration, or MSP/help desk role (Tier 2 equivalent).

• Proficient experience with: Windows desktop (Windows 10/11) and Windows Server OS (2012/2016/2019+).

• Knowledge of Active Directory, DNS, DHCP, and Group Policy.

• Experience in Microsoft 365 administration (Exchange Online, Teams, basic security/compliance settings).

• Familiarity with remote support tools and RMM/monitoring platforms.

• Strong understanding of TCP/IP networking, VLANs, VPN, and basic firewall concepts.

• Experience troubleshooting common business applications, printers, and peripherals.

• Outstanding customer service, communication, and documentation skills.

• Capability to prioritize and manage multiple tickets and tasks in a fast-paced environment.

• Must possess authorization to work in the United States.

🏝️ Benefits

• Paid time off including paid holidays and floating holidays.

• Bonus potential based on individual and company performance.

• Highly competitive and flexible medical, dental, and vision benefits plans.

• 401(k) with employer match.

• Customized Life and Disability insurance plans.

• Full reimbursement for approved professional certification and career development opportunities.