Jr. Systems Engineer

Description

Key Responsibilities

• Troubleshoot and resolve escalated support requests involving Microsoft 365, Windows operating systems, networking, servers, identity, applications, and endpoint management.
• Serve as an escalation resource for Level 1 technicians and provide technical guidance when appropriate.
• Administer Microsoft 365 services, including Exchange Online, Entra ID, Teams, SharePoint, licensing, user access, and security settings.
• Troubleshoot identity and access issues involving Active Directory, Entra ID, multifactor authentication, Conditional Access, group policies, and permissions.
• Support Windows Server environments, including Active Directory, DNS, DHCP, file services, print services, and basic Group Policy administration.
• Diagnose network connectivity issues involving switches, firewalls, wireless networks, VPNs, VLANs, routing, DNS, and DHCP.
• Investigate alerts generated by RMM, backup, security, identity, and network monitoring platforms.
• Identify recurring incidents and assist with root-cause analysis and permanent remediation.
• Follow established change-management, security, escalation, and documentation standards.
• Maintain accurate ticket notes, time entries, resolution details, client documentation, and knowledge-base articles.
• Communicate directly with clients regarding technical findings, business impact, next steps, and resolution status.
• Coordinate with senior engineers, cybersecurity, vendors, and other internal teams when issues require specialized expertise.
• Participate in an on-call rotation and after-hours maintenance activities as required.
• Assist with small technical projects, system upgrades, migrations, deployments, and remediation initiatives, when needed.
• Mentor Level 1 technicians and contribute to the continued development of the service team.

Skills, Knowledge & Expertise

• Three or more years of hands-on IT support, systems administration, or network support experience.
• At least one year of experience in an MSP, multi-client, or high-volume service desk environment strongly preferred.
• Working knowledge of Microsoft 365 administration, including Exchange Online and Entra ID.
• Working knowledge of Windows Server, Active Directory, DNS, DHCP, Group Policy, and file permissions.
• Experience troubleshooting LAN, WAN, wireless, VPN, firewall, and general network connectivity issues.
• Experience supporting Windows 10 and Windows 11 devices in a business environment.
• Familiarity with virtualization platforms such as Microsoft Hyper-V or VMware and hosting platforms, such as Azure.
• Experience with remote monitoring and management, PSA, documentation, backup, endpoint security, and ticketing platforms.
• Understanding of cybersecurity fundamentals, including MFA, least privilege, phishing protection, endpoint security, patching, and identity protection.
• Ability to read logs, isolate technical variables, document findings, and follow structured troubleshooting processes.
• Basic PowerShell experience preferred.
• Experience with ConnectWise Manage, ConnectWise RMM, Microsoft Intune, Azure, Meraki, Fortinet, SentinelOne, Auvik, or similar platforms is a plus.

• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Azure Administrator Associate (AZ-900)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)

• CompTIA Security+
• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Identity and Access Administrator Associate
• CCNA
• Vendor-specific certifications involving Fortinet, Meraki, VMware, backup, endpoint security, or other platforms used by the organization

• Strong ownership mentality and ability to independently drive issues through resolution.
• Clear written and verbal communication skills.
• Ability to explain technical issues to nontechnical users without unnecessary jargon.
• Strong organization, prioritization, and time-management skills.
• Ability to balance urgency with thorough troubleshooting and proper change control.
• Willingness to ask for assistance before an issue creates unnecessary client impact.
• Ability to work across multiple client environments without confusing credentials, configurations, or documentation.
• Strong attention to detail when entering time, documenting work, modifying systems, and communicating with clients.
• Ability to remain composed during outages, escalations, and high-pressure situations.
• Commitment to continuous learning and professional development.

• Ticket ownership and timely progression toward resolution
• Technical resolution quality and ticket reopen rate
• Accurate documentation and time entry
• Adherence to escalation, security, and change-management standards
• Client communication and client satisfaction
• Identification of recurring issues and contribution to permanent remediation
• Effective partnership with Level 1 technicians and senior engineering resources
• Completion of assigned professional development and certification goals

• Associate degree in information technology, computer science, cybersecurity, or a related field preferred; equivalent professional experience may be considered.
• Valid driver’s license and reliable transportation may be required for occasional onsite client support.
• Ability to participate in an on-call rotation.
• Ability to lift and transport standard IT equipment when necessary.

Job Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability Insurance
• Life Insurance