SUMMARY
The Senior Systems Engineer is
responsible for leading complex or multi-phase project installations assigned
by the Service Coordinator, as well as overseeing responses to client-wide IT
emergencies. This role includes on-call responsibilities on a rotating basis and
requires both remote and on-site help desk support of desktops, servers, networks, and cloud environments.
The Senior Systems Engineer will serve as a
technical lead on complex client environments, mentor junior staff, and provide
guidance on best practices in systems architecture, cybersecurity, and
infrastructure scaling. The role may also support the Sales and Account
Management teams by assisting with technical scoping, design, or recommendations during the
pre-sales process.
JOB RESPONSIBILITIES
- Supporting desktops
and end-user issues via phone, email, and remote access tools.
- Troubleshooting and
supporting servers, networks, and cloud services.
- Providing after-hours support on a rotating basis, outside of
standard business hours.
- Coordinating
escalations, emergency service,
and identifying new business opportunities with the Service
Coordinator and Service Manager.
- Participating in
technical scoping, pre-sales meetings, and project design.
- Ensuring documentation is timely, complete, and aligned with SLAs.
- Communicating with
clients to resolve technical issues and ensure satisfaction.
- Participating in
internal meetings and training sessions.
- Assisting Help Desk
Technicians, Field Technicians, and Engineers with escalated support issues.
- Performing complex
equipment replacements and fulfilling client requests for additional services.
- Maintaining a positive
client relationship and escalating dissatisfaction to the
Service Coordinator.
QUALIFICATIONS
- 5+ years of
professional IT experience (including Managed Services Provider (MSP), IT
consulting, or similarly fast-paced, multi-client environment).
- 3+ years as a Field Engineer, with proven
experience working on servers and multiple complex projects as lead technician.
- 3 active
certifications such as Microsoft (e.g., AZ-104, MS-700), CompTIA (e.g.,
Security+, Network+), or equivalent industry-recognized credentials in systems,
networking, or cybersecurity.
- Ability to pass
advanced proficiency tests on hardware, software, networking,
servers and cloud services and mobile devices.
- Ability to work as
scheduled sitting/standing, use a keyboard, and speak on the
phone.
- Strong understanding
of cloud environments (Microsoft 365, Azure AD, AWS).
- Experience with
virtualization platforms (VMware, Hyper-V).
- Familiarity with
scripting or automation tools (e.g., PowerShell, Bash).
- Understanding of cybersecurity best practices and common
frameworks (e.g., NIST, CIS).
- Ability to pass test demonstrating strong written and verbal communications
skills.
Key requirements
include:
- Strong cloud
environment experience
- Virtualization
technologies
- Scripting and
automation (PowerShell preferred)
- Networking knowledge
- Server administration
- Advanced
troubleshooting skills
- Candidates with
approximately 5 years of MSP experience may be considered.
- Highly proficient in
troubleshooting and supporting standard IT environments but is not expected to
perform deep solution architecture or extensive pre-sales activities typically
handled by Level 3 Engineers.
Technical
Requirements (Non-Negotiable / High-Priority Skills):
- Cloud environments
- Virtualization
platforms
- Scripting and
automation (e.g., PowerShell)
- Networking
fundamentals
- Server environments
- Strong troubleshooting
skills
- Candidates can
independently troubleshoot a wide range of support issues within standard IT
environments.
Cybersecurity:
- Cybersecurity
awareness is valued.
- Expert-level
cybersecurity knowledge is not required.
- Familiarity with best
practices is sufficient.
Scope of the Role -
The Level 2 Engineer may participate in:
- Data migrations
- Microsoft 365 tenant
setup activities
- Light project-scoping
work
JOB REQUIREMENTS
- Should be willing to
accept a long-term work-from-home arrangement.
- Should be amenable to
a permanent night shift schedule.
Skills Required
- 5+ years of professional IT experience, including MSP, IT consulting, or a similarly fast-paced multi-client environment
- 8+ years of specifically MSP experience
- 3+ years as a Field Engineer
- Proven experience working on servers and leading multiple complex projects as lead technician
- Three active certifications, such as Microsoft AZ-104 or MS-700, CompTIA Security+ or Network+, or equivalent industry-recognized systems, networking, or cybersecurity credentials
- Ability to pass advanced proficiency tests covering hardware, software, networking, servers, cloud services, and mobile devices
- Ability to work as scheduled while sitting or standing, use a keyboard, and speak on the phone
- Strong understanding of cloud environments, including Microsoft 365, Azure AD, and AWS
- Experience with virtualization platforms, including VMware or Hyper-V
- Familiarity with scripting or automation tools, such as PowerShell or Bash
- Understanding of cybersecurity best practices and common frameworks, such as NIST and CIS
- Ability to pass a test demonstrating strong written and verbal communication skills
- Willingness to accept a long-term work-from-home arrangement
- Willingness to work a permanent night-shift schedule
What We Do
ScalableOS is an expert offshoring company that connects growth-focused businesses with exceptional global talent, providing tailored offshore staffing solutions to enhance business efficiency and drive growth.
