What this Job Entails:
The Systems Engineer II provides remote technical support for endpoint
engineering, Microsoft 365 administration, and identity lifecycle
management, extending coverage for a broader IT team responsible for
end-user computing infrastructure, including hardware, software, mobile
device management, and system architecture. This role works 8x5 with
overlap into US business hours to ensure continuity with the onsite team.
Scope:
- Applies company policies and procedures to resolve a variety of issues
- Works on problems of moderate scope
- Receives general instructions on routine work and detailed instructions on new projects
Your Roles and Responsibilities:
- Provide remote 8x5 coverage (with morning overlap into US business hours) for endpoint engineering, M365 administration, and identity lifecycle tasks
- Handle remote-resolvable Level 2 tasks: complex OS and application troubleshooting, endpoint policy enforcement, and MDM configuration (Intune, Jamf)
- Administer Microsoft 365 workloads including Exchange, Teams, SharePoint, and OneDrive; support licensing and reconciliation
- Support AD/Entra ID user, group, and access provisioning as part of joiner-mover-leaver (JML) identity workflows
- Monitor ITSM alerts and support VDI operations, patch management, and endpoint security compliance
- Maintain CMDB and asset lifecycle accuracy for remotely managed systems
- Contribute to automation initiatives that reduce manual, repetitive engineering tasks
- Maintain and improve documentation and knowledge base standards for owned processes and recurring issues
- Escalate issues requiring hands-on/deskside intervention to the onsite L2 engineer or Tier 1 support, providing full diagnostic context at handoff
- Receive escalations from Tier 1 support and lead problem management for unresolved remote-resolvable tickets
- Implement and enforce best practices for system security, endpoint policy, and data backups
- Anticipate potential issues or bottlenecks and identify possible solutions
- Communicate effectively with onsite engineers, IT support staff, and shared-services/foundation counterparts to ensure smooth handoffs
- Liaise with vendors as needed and keep relevant stakeholders up to date with developments
- Contribute to GxP-aware change control and documentation practices for regulated systems
- Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
- Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience
- Builds productive internal and external working relationships
- Exercises judgment within defined procedures and practices to determine appropriate action
- Experience with endpoint management, M365 administration, and identity platforms (AD/Entra ID)
- Knowledge and understanding of the definition and traceability of system requirements
- Experience in the implementation of system requirements verification methods
- Experience in the planning of system test activities
- Strong presentation and organizational skills
- Effective written and oral communication skills
- Mental ability to perform engineering problem solving and analytical tasks
- Able to work under project deadlines and associated cost and schedule constraints
- Comfortable working a shift with overlap into US business hours
Preferred Qualifications:
- MD-102 (Modern Desktop Administrator), MS-700 (Teams Administrator), AZ-104 (Azure Administrator), or SC-300 (Identity and Access Administrator)
- Jamf Certified Associate or Professional (for macOS environments) - ITIL 4 Foundations
- - Experience in regulated (GxP, financial services, or life sciences) environments, including change management for validated systems
Physical Demand & Work Environment:
- Must have the ability to perform office-related tasks which may include prolonged sitting or standing
- Must have the ability to move from place to place within an office environment
- Must be able to use a computer
- Must have the ability to communicate effectively
- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
- Shift schedule includes overlap into US business hours