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.
- 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.
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:
- 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:
- 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.
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Disability Insurance
- Life Insurance