Tier 2 Systems Engineer

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

📋 Description

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

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

• Manage tickets until resolution while ensuring timely communication and documentation.

• Collaborate with Tier 1 and Tier 3 teams on complex problems and knowledge sharing.

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

• Oversee Microsoft 365, including administration of Exchange Online, Teams, OneDrive, and related services.

• Conduct user and group administration across various systems.

• Assist with networking devices such as switches, firewalls, wireless equipment, and VPNs.

• Monitor client environments utilizing RMM and monitoring tools; respond to alerts and address issues.

• Execute patching, updates, backups, AV/EDR checks, and manage capacity.

• Engage in migrations, standardization, and new deployment projects.

• Develop and maintain SOPs, documentation, and knowledge base articles.

• Provide support for endpoint protection, MFA, email security, and backup/recovery solutions.

• Address security alerts and incidents following established playbooks.

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

• Mentor Tier 1 technicians while enhancing tools, processes, and service delivery.

• Cultivate customer relationships through responsiveness, quality, and professionalism.

⛳️ Requirements

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

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

• Proficient in Active Directory, DNS, DHCP, and Group Policy.

• Experience with Microsoft 365 administration, encompassing Exchange Online, Teams, and fundamental 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.

• Exceptional customer service, communication, and documentation skills.

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

• Must possess authorization to work in the United States.

• Preferred: Experience in a Managed Services Provider (MSP) or multi-client support setting.

• Preferred: Knowledge of Microsoft Azure, Intune/Endpoint Manager, or other cloud platforms.

• Preferred: Familiarity with common firewall vendors such as Watchguard, Fortinet, or Palo Alto.

• Preferred: Experience with Backup/DR solutions and virtualization technologies, including Veeam, Commvault, Datto, VMware, or Hyper-V.

• Preferred: Knowledge of security tools including EDR, email security gateways, and web filters.

• Preferred: Relevant certifications such as CompTIA Network+, Security+, Server+, Microsoft certifications, or vendor certifications.

• Strong analytical and problem-solving abilities.

• Customer-centric mindset with the ability to articulate technical issues in business-friendly language.

• Self-motivated and capable of working independently in a remote setting.

• Ability to collaborate effectively across functions and levels.

• Eagerness to learn new technologies and pursue continuous improvement.

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent experience.

🏝️ Benefits

• Paid time off, including paid holidays and floating holidays.

• 100% remote work with no plans to return to the office.

• Bonus potential based on individual and company performance.

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

• 401(k) with employer matching contributions.

• Customized Life and Disability insurance plans.

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

• Training programs designed to enhance education and skill development.

• Career advancement opportunities into new technology and senior roles.