Tier 2 Systems Engineer - Fully Remote

Description: **Title: Tier 2 Systems Engineer** **About the Role** The Tier 2 Managed Services Engineer is responsible for handling escalated technical issues, advanced troubleshooting, and day\-to\-day support for our managed services customers. You will work closely with Tier 1 technicians, senior engineers, and account teams to ensure our clients’ systems are stable, secure, and optimized. This role is ideal for someone who is highly technical, customer\-focused, and comfortable working across multiple environments and technologies in a fast\-paced MSP setting. **Key Responsibilities** **Customer Support \& Incident Management** * Provide Tier 2 support via phone, ticketing system, email, and remote tools. * Troubleshoot and resolve escalated incidents related to workstations, servers, networks, and cloud services. * Own tickets through to resolution, ensuring timely communication and proper documentation. * Collaborate with Tier 1 and Tier 3 resources to resolve complex issues and improve knowledge transfer. **Systems \& Network Administration** * Support and maintain Microsoft Windows Server and desktop environments (AD, DNS, DHCP, GPO, file/print services). * Administer Microsoft 365/Exchange Online, Teams, OneDrive, and related services. * Perform user and group administration across various systems. * Assist with management of switches, firewalls, wireless, VPN, and other network devices. **Monitoring, Maintenance \& Projects** * Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues. * Perform routine maintenance (patching, updates, backups, AV/EDR checks, capacity management). * Participate in implementation and upgrade projects (migrations, standardization, new deployments). * Contribute to standard operating procedures (SOPs), documentation, and knowledge base articles. **Security \& Compliance** * Support security tools such as endpoint protection, MFA, email security, and backup/recovery solutions. * Assist in responding to security\-related alerts and incidents following established playbooks. * Follow best practices and policies for system hardening, access control, and data protection. **Collaboration \& Continuous Improvement** * Mentor Tier 1 technicians and help elevate overall team capability. * Provide feedback to improve tools, processes, and service delivery. * Maintain strong customer relationships with a focus on responsiveness, quality, and professionalism. Requirements: **Required Qualifications** * 3\+ years of experience in a technical support, systems administration, or MSP/help desk role (Tier 2 equivalent). * Strong experience with: * Windows desktop (Windows 10/11\) and Windows Server OS (2012/2016/2019\+). * Active Directory, DNS, DHCP, Group Policy. * Microsoft 365 administration (Exchange Online, Teams, basic security/compliance settings). * Remote support tools and RMM/monitoring platforms. * Solid understanding of TCP/IP networking, VLANs, VPN, a