Tier 2 Systems Engineer, End User Support

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

📋 Description

• Manage both basic and advanced Tier 2 support issues as well as escalation calls/tickets from Tier 1.

• Address client concerns, process work tickets, and ensure resolution of assigned tickets.

• Diagnose problems with servers, network devices, PCs, and cloud systems.

• Process support tickets received via phone, email, or customer portal.

• Collaborate with team members to resolve customer issues.

• Handle escalations originating from Tier 1 calls, emails, and monitoring alerts.

• Evaluate issues and provide solutions for Tier 1 escalations.

• Support Tier 1 with alerts and tickets generated from monitoring systems.

• Document resolutions and update operational procedures.

• Escalate unresolved or complex issues to Tier 3 and address client concerns.

• Report critical incidents and complicated problems.

• Assist Operations Center staff with special projects and additional responsibilities.

• Work the designated Monday–Friday shift from 8:30 AM to 5:30 PM in a 24/7 support center.

⛳️ Requirements

• An associate degree is preferred; significant relevant industry experience may be accepted in lieu of formal education.

• Microsoft, Cisco, and VMware certifications are required.

• At least 12 months of experience in administering or supporting LAN/WAN environments, Office365 and Azure, Network Operations Center, help desk, or relevant customer service, including PSA and RMM tools.

• Proficiency in troubleshooting server, network, and PC issues.

• Experience with Microsoft Windows Server 2012/2016/2019 and Active Directory.

• Familiarity with Microsoft Office Suite and Office365.

• Basic understanding of DNS, DHCP, and TCP/IP protocols.

• Knowledge of Microsoft Exchange and SQL Server.

• Experience with VMware vSphere 6.5 and later versions.

• Understanding of backup technologies.

• Awareness of security practices and policies.

• Possession of CCNA, Microsoft Intermediate Certificates, Security+, Fortinet NSE7, and VMware certifications is preferred.

• Capability to thrive in a fast-paced work environment.

• Strong customer service skills across all communication channels.

• Willingness to work various shifts, including some holidays and weekends.

• Candidates must be located in the Philadelphia, PA area.

🏝️ Benefits

• Paid time off, including holidays and floating holidays.

• Bonus opportunities based on individual and company performance.

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

• 401(k) plan with employer matching.

• Customized Life and Disability insurance plans.

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

• Training programs designed to enhance education, knowledge, and skill sets.

• Opportunities for career advancement into new technology and senior positions.