Tier 2 Systems Engineer - Fully Remote

Title: Tier 2 Systems Engineer

Location: Fully remote. Preferred Charlottesville, VA area for emergencies.

About the Role

The Tier 2 Managed Services Engineer is responsible for handling escalated technical issues, advanced troubleshooting, and day-to-day support for our managed services customers. You will work closely with Tier 1 technicians, senior engineers, and account teams to ensure our clients’ systems are stable, secure, and optimized.

This role is ideal for someone who is highly technical, customer-focused, and comfortable working across multiple environments and technologies in a fast-paced MSP setting.

Key Responsibilities

Customer Support & Incident Management

• 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.

Systems & Network Administration

• 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.

Monitoring, Maintenance & Projects

• 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.

Security & Compliance

• 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.

Collaboration & Continuous Improvement

• 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.