Systems Engineer - Level II

Position Summary:

As a Systems Engineer Level II, you will be a key contributor to the technical success of our clients, providing advanced technical support and solutions. This role involves a higher level of responsibility, including troubleshooting complex issues, implementing solutions, and collaborating with both clients and internal teams.

Key Duties and Responsibilities:

Provide advanced technical support to clients, addressing complex hardware, software, and network issues.

Troubleshoot and resolve escalated incidents and service requests efficiently.

Reporting to a client site for support when needed.

Take a lead role in monitoring and managing client IT infrastructure, ensuring optimal performance and reliability.

Implement and oversee routine maintenance tasks, updates, and system optimizations.

Lead efforts in resolving challenging IT incidents, documenting root causes, and implementing preventive measures.

Mentor and guide Level I engineers in troubleshooting and resolution processes.

Maintain comprehensive documentation of client environments, configurations, and support procedures.

Actively contribute to the development of the knowledge base and training materials.

Collaborate directly with clients to understand their technical needs and provide proactive solutions.

Communicate effectively with clients, providing status updates, technical information, and recommendations.

Perform any additional job duties as requested by management to contribute to the overall success of the organization.

Required Skills and Abilities for M365 Tier 2 Engineer

Troubleshooting complex issues within the M365 ecosystem, such as technical issues related to M365 services like Outlook, Teams, SharePoint, OneDrive, and Office apps.

Use PowerShell to automate repetitive tasks such as bulk user management, mailbox configuration, or generating reports on M365 usage and security.

Assisting with M365 Security Center tasks like detecting suspicious activities, responding to alerts, and helping enforce data loss prevention (DLP) policies.

Managing user identities through EntraID including advanced tasks like role assignments, multi-factor authentication (MFA), and conditional access policies.

Handling complex user permissions for SharePoint, Teams, and other M365 apps that involve multiple levels of access control or troubleshooting group-based permissions issues.

Create, update, and remove user accounts, including assigning licenses and configuring permissions.

Education and Experience:

3+ years experience in a technical support role, preferably in a Managed Service Provider environment

Experience troubleshooting complex M365 issues.

Strong knowledge of Windows operating systems.

M365 certification preferable Modern Workspace.