Tier 2 Systems Engineer

Job Description

Job Description

About The Role :

The Tier 2 Systems Engineer is responsible for handling both basic and complex issues. Tier 2 will handle escalation calls / tickets from Tier 1, working with clients by responding to issues, managing tickets, and owning them until resolution. Tier 2 will also assist with working on Tier 1 issues when available. The expectation is that the Tier 2 engineers will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems. Tier 2 will alert the Tier 3 team when unable to resolve the issue.

Responsibilities :

The Tier 2 Systems Engineer will work closely with the other staff members under the End User Support Manager’s direction, with responsibilities including, but not limited to, the following :

• Be able to work in a fast-paced environment.
• Work support tickets that come in via phone, email, or the customer portal.
• Collaborate with Team Members on resolving issues for various customers.
• Proven Experience in troubleshooting problems ranging from server, network, and PC issues.
• Must provide quality customer service skills in all forms of communication.
• Handle escalations from Tier 1 phone calls, emails, or monitoring alerts.
• Utilize experience and knowledge to assess issues and provide solutions for Tier 1 escalations.
• Assist Tier 1 with responding to alerts and tickets from various monitoring systems.
• Take ownership of tickets and customer interactions.
• Document resolutions and update procedures may be outdated.
• Engage in continued certification training to improve skillset
• Escalate issues to Tier 3 when needed and remediate client issues.
• Report critical incidents or problems that become too complex for self-resolution.
• Tier 2 Engineer must be flexible to work all shifts, including some holidays and weekends

In Addition To The Responsibilities Outlined Above, The Tier 2 Systems Engineer Is Responsible For The Following Additional Responsibilities And Duties :

Requirements :

What You Bring to The Team :

Experience :

Certifications (Optional but great to have!)

Skills :

Additional Responsibilities :

Soft Skills :

Education :

Hours & Schedule :

Work Perks :

Company Values :

What We Do :

The company is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery, and other advanced services from mid-market to enterprise customers nationwide, including leaders within the education, healthcare, government, financial services, manufacturing, and other industry segments. We integrate advancements in technology and processes to drive businesses forward. As a trusted managed services provider, we bring together the right mix of managed IT services, security, and network connectivity, fully managed by our team of experts 24 / 7 / 365. Our passion is to help companies function better, faster, and smarter. We offer an exciting and collaborative environment with growth potential.