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The Role
Provide Level 2 escalations support in an MSP environment: troubleshoot and administer Microsoft 365, Windows Server, networking, identity, endpoints, and monitoring platforms; own tickets, document solutions, mentor Level 1 staff, coordinate with vendors and senior engineers, participate in on-call rotation, and assist with small projects and remediations.
Summary Generated by Built In
The Junior Systems Engineer serves as an Escalations Level 2 technical resource within our managed services organization, providing advanced troubleshooting, administration, and technical support across multiple client environments.
This role handles issues that require deeper technical knowledge, elevated administrative access, or coordination across multiple systems or users. The Junior Systems Engineer is expected to take complete ownership of assigned tickets, identify recurring issues, document solutions, and escalate appropriately when an issue presents a security, stability, or architectural risk.
This is a client-facing position requiring strong technical judgment, clear communication, disciplined documentation, and the ability to work effectively in a fast-paced MSP environment.
Key Responsibilities
- Troubleshoot and resolve escalated support requests involving Microsoft 365, Windows operating systems, networking, servers, identity, applications, and endpoint management.
- Serve as an escalation resource for Level 1 technicians and provide technical guidance when appropriate.
- Administer Microsoft 365 services, including Exchange Online, Entra ID, Teams, SharePoint, licensing, user access, and security settings.
- Troubleshoot identity and access issues involving Active Directory, Entra ID, multifactor authentication, Conditional Access, group policies, and permissions.
- Support Windows Server environments, including Active Directory, DNS, DHCP, file services, print services, and basic Group Policy administration.
- Diagnose network connectivity issues involving switches, firewalls, wireless networks, VPNs, VLANs, routing, DNS, and DHCP.
- Investigate alerts generated by RMM, backup, security, identity, and network monitoring platforms.
- Identify recurring incidents and assist with root-cause analysis and permanent remediation.
- Follow established change-management, security, escalation, and documentation standards.
- Maintain accurate ticket notes, time entries, resolution details, client documentation, and knowledge-base articles.
- Communicate directly with clients regarding technical findings, business impact, next steps, and resolution status.
- Coordinate with senior engineers, cybersecurity, vendors, and other internal teams when issues require specialized expertise.
- Participate in an on-call rotation and after-hours maintenance activities as required.
- Assist with small technical projects, system upgrades, migrations, deployments, and remediation initiatives, when needed.
- Mentor Level 1 technicians and contribute to the continued development of the service team.
Skills, Knowledge & Expertise
Technical Qualifications
- Three or more years of hands-on IT support, systems administration, or network support experience.
- At least one year of experience in an MSP, multi-client, or high-volume service desk environment strongly preferred.
- Working knowledge of Microsoft 365 administration, including Exchange Online and Entra ID.
- Working knowledge of Windows Server, Active Directory, DNS, DHCP, Group Policy, and file permissions.
- Experience troubleshooting LAN, WAN, wireless, VPN, firewall, and general network connectivity issues.
- Experience supporting Windows 10 and Windows 11 devices in a business environment.
- Familiarity with virtualization platforms such as Microsoft Hyper-V or VMware and hosting platforms, such as Azure.
- Experience with remote monitoring and management, PSA, documentation, backup, endpoint security, and ticketing platforms.
- Understanding of cybersecurity fundamentals, including MFA, least privilege, phishing protection, endpoint security, patching, and identity protection.
- Ability to read logs, isolate technical variables, document findings, and follow structured troubleshooting processes.
- Basic PowerShell experience preferred.
- Experience with ConnectWise Manage, ConnectWise RMM, Microsoft Intune, Azure, Meraki, Fortinet, SentinelOne, Auvik, or similar platforms is a plus.
Certification Requirements
Candidates must possess at least three of the following, or an equivalent certification:
Candidates must possess at least three of the following, or an equivalent certification:
- CompTIA Network+
- CompTIA Security+
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
- Microsoft Certified: Azure Administrator Associate (AZ-900)
- Microsoft Certified: Identity and Access Administrator Associate (SC-300)
A candidate without a current certification may be considered when they have equivalent hands-on experience and agree to obtain an approved certification within the first six months of employment.
Preferred Certifications
- CompTIA Security+
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Identity and Access Administrator Associate
- CCNA
- Vendor-specific certifications involving Fortinet, Meraki, VMware, backup, endpoint security, or other platforms used by the organization
Professional Qualifications
- Strong ownership mentality and ability to independently drive issues through resolution.
- Clear written and verbal communication skills.
- Ability to explain technical issues to nontechnical users without unnecessary jargon.
- Strong organization, prioritization, and time-management skills.
- Ability to balance urgency with thorough troubleshooting and proper change control.
- Willingness to ask for assistance before an issue creates unnecessary client impact.
- Ability to work across multiple client environments without confusing credentials, configurations, or documentation.
- Strong attention to detail when entering time, documenting work, modifying systems, and communicating with clients.
- Ability to remain composed during outages, escalations, and high-pressure situations.
- Commitment to continuous learning and professional development.
Performance Expectations
Success in this role will be measured by:
Success in this role will be measured by:
- Ticket ownership and timely progression toward resolution
- Technical resolution quality and ticket reopen rate
- Accurate documentation and time entry
- Adherence to escalation, security, and change-management standards
- Client communication and client satisfaction
- Identification of recurring issues and contribution to permanent remediation
- Effective partnership with Level 1 technicians and senior engineering resources
- Completion of assigned professional development and certification goals
Education and Other Requirements
- Associate degree in information technology, computer science, cybersecurity, or a related field preferred; equivalent professional experience may be considered.
- Valid driver’s license and reliable transportation may be required for occasional onsite client support.
- Ability to participate in an on-call rotation.
- Ability to lift and transport standard IT equipment when necessary.
Job Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Disability Insurance
- Life Insurance
About
We specialize in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.
Skills Required
- Three or more years of hands-on IT support, systems administration, or network support experience.
- At least one year of experience in an MSP, multi-client, or high-volume service desk environment.
- Working knowledge of Microsoft 365 administration (Exchange Online, Entra ID, Teams, SharePoint, licensing, user access, security settings).
- Working knowledge of Windows Server, Active Directory, DNS, DHCP, Group Policy, and file permissions.
- Experience troubleshooting LAN, WAN, wireless, VPN, firewall, and general network connectivity issues.
- Experience supporting Windows 10 and Windows 11 devices in a business environment.
- Familiarity with virtualization platforms (Microsoft Hyper-V or VMware) and hosting platforms such as Azure.
- Experience with remote monitoring and management (RMM), PSA, documentation, backup, endpoint security, and ticketing platforms.
- Understanding of cybersecurity fundamentals, including MFA, least privilege, phishing protection, endpoint security, patching, and identity protection.
- Basic PowerShell experience.
- Experience with ConnectWise Manage, ConnectWise RMM, Microsoft Intune, Azure, Meraki, Fortinet, SentinelOne, Auvik, or similar platforms.
- Possess at least three of the following (or equivalent) certifications: CompTIA Network+, CompTIA Security+, Microsoft 365 Certified: Endpoint Administrator (MD-102), Microsoft Certified: Azure Administrator Associate (AZ-900), Microsoft Certified: Identity and Access Administrator (SC-300); or agree to obtain approved certification within six months.
- Associate degree in IT, computer science, cybersecurity, or related field preferred; equivalent professional experience may be considered.
- Valid driver's license and reliable transportation (may be required for occasional onsite client support).
- Ability to participate in an on-call rotation and after-hours maintenance activities.
- Ability to lift and transport standard IT equipment when necessary.
- Strong written and verbal communication and ability to explain technical issues to nontechnical users.
- Strong organization, prioritization, time-management skills, and attention to detail.
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The Company
What We Do
We are a full service technology company providing customized solutions for cloud telephones, voice over IP (VoIP), managed IT services, video conferencing, cyber security, data backup, security cameras, access control, fiber internet services, and more. In-Telecom goes beyond being an ordinary IT provider; we are your dedicated technology partner committed to your company’s objectives and expansion. Positioned at the forefront of emerging technology trends, we possess expertise in technology integration, support, and development. What sets us apart is our knowledge and skills that surpass other MSPs and our distinctive story, process, and exceptional team. We’re motivated by the mindset that we must achieve our personal, company, and partner goals. We call it the 3 W’s. When our clients win, our company wins, and our community wins. Creating the In-Telecom Experience and lasting partnerships requires a proven process for ensuring client success. We’ve developed The ITC Way to ensure the best experience for all of our partners from discovery to impllementation and beyond.
Why Work With Us
Our mission is to be the quality leader, service leader, technology leader and value-added leader in all areas of communications and technology, especially in our ever so much changing industry we are in. We will provide a variety of solutions to our clients and the corporate world to meet the demanding needs of technology in the workplace today.
