Tier 2 Systems Engineer

Description

Applicants must be eligible to work in the United States and be able to work in-person at our Bristol, PA office

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.

• 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.

• Support and maintain Microsoft Windows Server and desktop environments (AD, DNS, DHCP, GPO, file/print services).
• Administer Microsoft 365/Exchange Online, Teams, One Drive, and related services.
• Perform user and group administration across various systems.
• Assist with management of switches, firewalls, wireless, VPN, and other network devices.

• 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.

• 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.

• 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.

• 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, and basic firewall concepts.
• Experience troubleshooting common business applications, printers, and peripherals.
• Excellent customer service, communication, and documentation skills.
• Ability to prioritize and manage multiple tickets and tasks in a high-volume environment.
• Must be authorized to work in the United States.

• Experience working for a Managed Services Provider (MSP) or in a multi-client support environment.
• Microsoft Azure, Intune/Endpoint Manager, or other cloud platforms.
• Common firewall vendors (e.g., Watchguard, Fortinet, Palo Alto, etc.).
• Backup/DR solutions and virtualization (Veeam, Comm Vault, Datto, VMware, Hyper-V).
• Security tools (EDR, email security gateways, web filters).
• Relevant certifications such as:
• CompTIA Network+, Security+, Server+
• Microsoft certifications (MCP, MCSA, AZ-900, MS-900, MD-102, etc.)
• Other vendor certifications (Cisco, Fortinet, VMware,
  Watchguard, etc.)

• Strong analytical and problem-solving skills with a structured approach.
• Customer-focused mindset with the ability to explain technical issues in business-friendly terms.
• Self-motivated and able to work independently in a remote environment.
• Team player who collaborates…