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.