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:
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Provide advanced technical support to clients, addressing complex hardware, software, and network issues.
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Troubleshoot and resolve escalated incidents and service requests efficiently.
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Reporting to a client site for support when needed.
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Take a lead role in monitoring and managing client IT infrastructure, ensuring optimal performance and reliability.
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Implement and oversee routine maintenance tasks, updates, and system optimizations.
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Lead efforts in resolving challenging IT incidents, documenting root causes, and implementing preventive measures.
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Mentor and guide Level I engineers in troubleshooting and resolution processes.
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Maintain comprehensive documentation of client environments, configurations, and support procedures.
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Actively contribute to the development of the knowledge base and training materials.
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Collaborate directly with clients to understand their technical needs and provide proactive solutions.
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Communicate effectively with clients, providing status updates, technical information, and recommendations.
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Perform any additional job duties as requested by management to contribute to the overall success of the organization.
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Troubleshooting complex issues within the M365 ecosystem, such as technical issues related to M365 services like Outlook, Teams, SharePoint, OneDrive, and Office apps.
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Use PowerShell to automate repetitive tasks such as bulk user management, mailbox configuration, or generating reports on M365 usage and security.
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Assisting with M365 Security Center tasks like detecting suspicious activities, responding to alerts, and helping enforce data loss prevention (DLP) policies.
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Managing user identities through EntraID including advanced tasks like role assignments, multi-factor authentication (MFA), and conditional access policies.
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Handling complex user permissions for SharePoint, Teams, and other M365 apps that involve multiple levels of access control or troubleshooting group-based permissions issues.
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Create, update, and remove user accounts, including assigning licenses and configuring permissions.
Requirements
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3+ years experience in a technical support role, preferably in a Managed Service Provider environment