Senior Systems Engineer (Level 2 Systems Engineer)

SUMMARY

The Senior Systems Engineer is responsible for leading complex or multi-phase project installations assigned by the Service Coordinator, as well as overseeing responses to client-wide IT emergencies. This role includes on-call responsibilities on a rotating basis and requires both remote and on-site help desk support of desktops, servers, networks, and cloud environments.

The Senior Systems Engineer will serve as a technical lead on complex client environments, mentor junior staff, and provide guidance on best practices in systems architecture, cybersecurity, and infrastructure scaling. The role may also support the Sales and Account Management teams by assisting with technical scoping, design, or recommendations during the pre-sales process.

JOB RESPONSIBILITIES

• Supporting desktops and end-user issues via phone, email, and remote access tools.
  
• Troubleshooting and supporting servers, networks, and cloud services.
  
• Providing after-hours support on a rotating basis, outside of standard business hours.
  
• Coordinating escalations, emergency service, and identifying new business opportunities with the Service Coordinator and Service Manager.
  
• Participating in technical scoping, pre-sales meetings, and project design.
  
• Ensuring documentation is timely, complete, and aligned with SLAs.
  
• Communicating with clients to resolve technical issues and ensure satisfaction.
  
• Participating in internal meetings and training sessions.
  
• Assisting Help Desk Technicians, Field Technicians, and Engineers with escalated support issues.
  
• Performing complex equipment replacements and fulfilling client requests for additional services.
  
• Maintaining a positive client relationship and escalating dissatisfaction to the Service Coordinator.
  

QUALIFICATIONS

• 5+ years of professional IT experience (including Managed Services Provider (MSP), IT consulting, or similarly fast-paced, multi-client environment).
  
• 3+ years as a Field Engineer, with proven experience working on servers and multiple complex projects as lead technician.
  
• 3 active certifications such as Microsoft (e.g., AZ-104, MS-700), CompTIA (e.g., Security+, Network+), or equivalent industry-recognized credentials in systems, networking, or cybersecurity.
  
• Ability to pass advanced proficiency tests on hardware, software, networking, servers and cloud services and mobile devices.
  
• Ability to work as scheduled sitting/standing, use a keyboard, and speak on the phone.
  
• Strong understanding of cloud environments (Microsoft 365, Azure AD, AWS).
  
• Experience with virtualization platforms (VMware, Hyper-V).
  
• Familiarity with scripting or automation tools (e.g., PowerShell, Bash).
  
• Understanding of cybersecurity best practices and common frameworks (e.g., NIST, CIS).
  
• Ability to pass test demonstrating strong written and verbal communications skills.
  

Key requirements include:

• Strong cloud environment experience
  
• Virtualization technologies
  
• Scripting and automation (PowerShell preferred)
  
• Networking knowledge
  
• Server administration
  
• Advanced troubleshooting skills
  
• Candidates with approximately 5 years of MSP experience may be considered.
  
• Highly proficient in troubleshooting and supporting standard IT environments but is not expected to perform deep solution architecture or extensive pre-sales activities typically handled by Level 3 Engineers.
  

Technical Requirements (Non-Negotiable / High-Priority Skills):

• Cloud environments
  
• Virtualization platforms
  
• Scripting and automation (e.g., PowerShell)
  
• Networking fundamentals
  
• Server environments
  
• Strong troubleshooting skills
  
• Candidates can independently troubleshoot a wide range of support issues within standard IT environments.
  

Cybersecurity:

• Cybersecurity awareness is valued.
  
• Expert-level cybersecurity knowledge is not required.
  
• Familiarity with best practices is sufficient.
  

Scope of the Role - The Level 2 Engineer may participate in:

• Data migrations
  
• Microsoft 365 tenant setup activities
  
• Light project-scoping work
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.