***Applicants must be eligible to work in the United States and be able to work in-person at our Mobile, AL office***
***This is a hybrid role with a requirement to be in office and/or onsite with clients in the Mobile, AL area up to 40% of the time.***
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.
