Tier 2 Systems Engineer

Magna5

Tier 2 Systems Engineer role focused on escalated technical support and systems administration. Collaborating with teams to ensure client systems stability in a fast-paced MSP environment.

Posted 5/8/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudDNSFirewallsTCP/IP

About the role

Key responsibilities & impact

Provide Tier 2 support via phone, ticketing system, email, and remote tools.
Troubleshoot and resolve escalated incidents related to workstations, servers, networks, and cloud services.
Own tickets through to resolution, ensuring timely communication and proper documentation.
Collaborate with Tier 1 and Tier 3 resources to resolve complex issues and improve knowledge transfer.
Support and maintain Microsoft Windows Server and desktop environments (AD, DNS, DHCP, GPO, file/print services).
Administer Microsoft 365/Exchange Online, Teams, OneDrive, and related services.
Perform user and group administration across various systems.
Assist with management of switches, firewalls, wireless, VPN, and other network devices.
Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues.
Perform routine maintenance (patching, updates, backups, AV/EDR checks, capacity management).
Participate in implementation and upgrade projects (migrations, standardization, new deployments).
Contribute to standard operating procedures (SOPs), documentation, and knowledge base articles.
Support security tools such as endpoint protection, MFA, email security, and backup/recovery solutions.
Assist in responding to security-related alerts and incidents following established playbooks.
Follow best practices and policies for system hardening, access control, and data protection.
Mentor Tier 1 technicians and help elevate overall team capability.
Provide feedback to improve tools, processes, and service delivery.
Maintain strong customer relationships with a focus on responsiveness, quality, and professionalism.

Requirements

What you’ll need

3+ years of experience in a technical support, systems administration, or MSP/help desk role (Tier 2 equivalent).
Strong experience with: Windows desktop (Windows 10/11) and Windows Server OS (2012/2016/2019+).
Active Directory, DNS, DHCP, Group Policy.
Microsoft 365 administration (Exchange Online, Teams, basic security/compliance settings).
Remote support tools and RMM/monitoring platforms.
Solid understanding of TCP/IP networking, VLANs, VPN, and basic firewall concepts.
Experience troubleshooting common business applications, printers, and peripherals.
Excellent customer service, communication, and documentation skills.
Ability to prioritize and manage multiple tickets and tasks in a high-volume environment.
Must be authorized to work in the United States.

Benefits

Comp & perks

Paid time off including paid holidays and floating holidays.
Bonus potential based on individual and company performance
Highly competitive and flexible medical, dental, and vision benefits plans
401(k) with employer match
Tailored Life and Disability insurance plans
Full reimbursement for approved professional certification and career enriching opportunities

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows ServerWindows 10Windows 11Active DirectoryDNSDHCPGroup PolicyMicrosoft 365TCP/IP networkingRMM

Soft Skills

customer servicecommunicationdocumentationprioritizationtask managementmentoringcollaborationresponsivenessquality focusprofessionalism