Level 2 Systems Engineer Role
This position provides second-level support to end users by handling service requests escalated from lower tiers. Support is delivered onsite, remotely, over the phone, or via email. The role requires developing solutions for network, desktop, and server issues, as well as analyzing existing systems to proactively recommend improvements. The Systems Engineer will be responsible for the development, maintenance, and implementation of all systems, applications, and network configurations.
Responsibilities:
- Resolve escalated service tickets efficiently and effectively.
- Collaborate with clients to evaluate and solve technical problems.
- Analyze existing systems or user needs to design, recommend, and implement changes.
- Configure and support internal and external customer networks.
- Develop and maintain all systems, applications, security, and network configurations.
- Troubleshoot network performance issues in coordination with the NOC team.
- Recommend upgrades, patches, and new applications and equipment.
- Maintain a log of completed work using an incident-tracking application.
- Create and update support documentation to improve future troubleshooting efforts.
- Provide support for special projects, including new customer onboarding, O365 migrations, and Azure migrations.
Requirements:
- 3+ years of recent experience in computer, server, and network troubleshooting.
- Certifications: MCP, MCSA, CCNA, or similar.
- Resourceful and able to take initiative in a dynamic environment.
- Ability to effectively troubleshoot technical problems.
- Advanced knowledge of current Microsoft desktop and server operating systems.
- Advanced knowledge of Microsoft SQL, Exchange, SharePoint, and other server applications.
- Advanced knowledge of computer and server hardware.
- Familiarity with network troubleshooting.
- Professional customer service skills.
- Strong written and oral communication skills.
- Ability and willingness to work in an environment providing 24x7x365 support.
- Willingness to participate in a standard on-call rotation for after-hours support.
- Customer-oriented with a calm and professional demeanor.
- Commitment to upholding company core values and standards with all customers.