Position Summary:

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:

• Provide advanced technical support to clients, addressing complex hardware, software, and network issues.

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

Requirements

• 3+ years experience in a technical support role, preferably in a Managed Service Provider environment
• Experience troubleshooting complex M365 issues.
• Strong knowledge of Windows operating systems.
• M365 certification preferable Modern Workspace.