MSP Systems Engineer; Tier 2

Position: MSP Systems Engineer (Tier 2)
Bright Flow Technologies is a growing Managed Service Provider (MSP) based in Charlotte, NC. We support small and mid-sized businesses by delivering secure, stable, and well-architected IT environments.

We’re looking for a proven Level 2 Systems Engineer with MSP experience who handles difficult tickets without needing a lot of supervision. This is not an entry-level role. We need a career technician with advanced, hands-on skills who takes full ownership of their tickets, sees them through to resolution, and is committed to learning for the rest of their career.

Compensation $65,000 – $90,000 salary depending on experience and technical depth

Responsibilities

Own and resolve escalated Level 2 tickets across multiple client environments, from first touch to final resolution

Handle assigned tickets promptly and appropriately, keeping clients and internal teams updated throughout

Troubleshoot complex issues across Windows Server, Windows endpoints, Microsoft 365, Entra , networking, and backup systems

Perform root cause analysis so issues are fixed for good, not just closed

Mentor Level 1 technicians and help them work through escalations

Spot recurring problems and recommend fixes that prevent future tickets

Maintain accurate, thorough documentation in our PSA and our cloud-based IT documentation and asset management platform

Manage your own workload and priorities across multiple clients with minimal oversight

Required Experience Minimum 3 years working in a Managed Service Provider (MSP), with a track record of resolving escalated tickets

Proven ability to troubleshoot across many client environments, not just one Experience working in a ticketing or PSA system

Ability to prioritize multiple clients and issues at the same time Strong documentation habits and clear communication with both technical and non-technical users

Technical Skills Advanced, hands-on knowledge of all of the following:

Windows Server administration

Windows 10 / Windows 11 environments

Microsoft 365 (Exchange Online, SharePoint, Teams)
Microsoft Entra  / Azure ADActive Directory and Group Policy Networking (DNS, DHCP, VLANs, firewalls)
Endpoint deployment and management

Email migrations and tenant configuration

Backup and disaster recovery solutions

Experience with the following is a plus:3CX phone systems (3CX certifications are a huge bonus)
RMM platforms

Fortinet or other firewall platforms

Microsoft Intune / device managementVMware or Hyper-V virtualization

Security best practices and compliance frameworks

What We’re Looking ForA self-starter who doesn’t need to be managed ticket by ticket

Someone who takes ownership of every ticket assigned to them and follows through

Someone who thinks like an engineer, not just a ticket closer

Strong troubleshooting ability and attention to detail

Someone who adapts well, is open to new tools and better ways of doing things, and actively keeps their skills currentA commitment to lifelong learning through certifications, labs, and staying on top of new technology

This Role Is Likely Not a Fit IfYou’re looking for your first IT role or are just breaking into the field

You need close supervision or step-by-step direction to work through tickets

You have only worked in an internal corporate IT department

You prefer to stick with what you already know rather than learn new tools and approaches

You dislike documenting your work or following standardized MSP processes

Perks & Benefits Health, dental, and vision insurance plus PTO (after 60 days)
Company device and access to company vehicles

Fully stocked kitchen with your favorite snacks

Collaborative, professional team culture with real ownership and accountability

Ongoing training and professional development opportunities, including support for certifications

Join UsAt Bright Flow Technologies, our Level 2 engineers are trusted to own the hard problems. You’ll be the person the team relies on when a ticket needs real expertise, and your work will directly affect our clients’ stability and security.

If you’re an experienced MSP technician who takes pride in solving tough issues and never stops learning, we’d love to talk.

Apply today and build your next chapter with Bright Flow.ebdu