Systems Engineer

Position Summary

The Systems Engineer supports the TAC National Team and reports to the Manager of Technical Assistance Center (TAC). This role is responsible for providing advanced technical support infrastructure expertise and escalation management across customer environments. The Systems Engineer serves as a senior technical resource delivering exemplary customer service troubleshooting complex infrastructure issues and providing strategic technical guidance to customer leadership and internal teams.

This role involves managing and resolving high-priority technical incidents supporting escalations from service delivery teams ensuring operational excellence across customer environments and delivering advanced expertise in Microsoft virtualization cloud networking and security technologies.

Key Responsibilities

• Serve as a subject matter expert in infrastructure design architecture and operational support.
• Provide advanced troubleshooting and support for complex server cloud networking and security issues.
• Act as the primary escalation point for Tier 1 Tier 2 and Tier 3 support teams.
• Lead the investigation troubleshooting and resolution of critical and high-severity incidents impacting customer operations.
• Coordinate the escalation of high-level technical issues with vendors partners internal engineering teams and customer stakeholders as required.
• Perform root cause analysis (RCA) and develop corrective actions to prevent recurring issues.
• Provide proactive recommendations to improve customer system health reliability performance and security.
• Deliver advanced support for Microsoft 365 Microsoft Azure Microsoft Exchange and related cloud technologies.
• Administer and support VPN VMware Hyper-V firewall and enterprise networking solutions.
• Provide implementation and support for Multi-Factor Authentication (MFA) and identity management solutions.
• Offer mentorship training and technical guidance to fellow team members.
• Develop standardize and maintain Standard Operating Procedures (SOPs) and knowledge base documentation.
• Manage and maintain comprehensive customer-facing and internal technical documentation.
• Collaborate with engineering service delivery project and customer success teams to ensure successful issue resolution and service delivery.
• Participate in problem management change management and continuous service improvement initiatives.

Knowledge Skills and Abilities

• Advanced knowledge of Microsoft 365 Azure Exchange Online Entra ID (Azure AD) and cloud-based technologies.
• Strong understanding of hybrid infrastructure virtualization storage networking and security best practices.
• Ability to troubleshoot and resolve complex technical issues across multiple technology platforms.
• Experience coordinating high-priority incident response and managing technical escalations.
• Excellent communication skills with the ability to effectively engage technical and non-technical audiences.
• Ability to advise customers and internal stakeholders on infrastructure strategies and operational improvements.
• Ability to explain complex technical topics to technical teams business leaders and executive stakeholders.
• Strong collaboration skills when working with cross-functional teams vendors and customer contacts.
• Maintain advanced knowledge of Microsoft 365 applications cloud services TCP/IP networking and security technologies.
• Apply advanced technical triage methodologies and service delivery expectations.
• Adhere to ticketing standards documentation requirements workflows and escalation processes.
• Strong analytical organizational and problem-solving skills.
• Ability to prioritize and manage multiple critical issues simultaneously.

Preferred Education and Experience

• 5 years of MSP (Managed Service Provider) support engineering or escalation experience (Required).
• Experience working within a Technical Assistance Center (TAC) Network Operations Center (NOC) Service Desk or Managed Services environment.
• Certifications such as Security VMware (VCP/VCTA/VCAP) MCSE MCSA Cisco Azure Microsoft 365 or equivalent.
• Microsoft Certified: Security Compliance and Identity; Azure Administrator; Azure Solutions Architect; or equivalent certifications preferred.
• Strong understanding of cloud migration strategies and best practices.
• Superior reading writing verbal communication and customer-facing skills.
• Strong understanding of networking concepts enterprise infrastructure and industry best practices.
• Experience supporting escalated incidents problem management and root cause analysis in enterprise environments.

Physical Demands:

Exerts up to 50 pounds of force occasionally a negligible amount of force frequently and/or constantly having to lift carry push pull or otherwise move objects involving the human body. Sedentary work involves sitting most of the time.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.

Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender perception or identity national origin age marital status protected veteran status or disability status.

Required Experience:

IC