Tier 2 Systems Engineer - NY
Magna5, New York, NY, United States
Title: Tier 2 Systems Engineer
Eligibility
Applicants must be eligible to work in the United States and within the New York Region.
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.
Key Responsibilities
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, 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 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.
Required Qualifications
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.
Preferred Qualifications
Experience working for a Managed Services Provider (MSP) or in a multi-client support environment.
Hands‑on experience with Microsoft Azure, Intune/Endpoint Manager, or other cloud platforms.
Common firewall vendors (Watchguard, Fortinet, Palo Alto, etc.).
Backup/DR solutions and virtualization (Veeam, Commvault, Datto, VMware, Hyper‑V).
Security tools (EDR, email security gateways, web filters).
Relevant certifications such as CompTIA Network+, Security+, Server+, Microsoft certifications (MCP, MCSA, AZ‑900, MS‑900, MD‑102, etc.), and vendor certifications (Cisco, Fortinet, VMware, Watchguard, etc.).
Personal Attributes
Strong analytical and problem‑solving skills with a structured approach.
Customer‑focused mindset with the ability to explain technical issues in business‑friendly terms.
Self‑motivated and able to work independently in a remote environment.
Team player who collaborates effectively across functions and levels.
Willingness to learn new technologies and continuously improve.
Education
Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
Hours & Schedule
The Magna5 Support Center operates 24/7. The shift for this position will be M‑F 8:00 AM to 5:00 PM.
Work 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.
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Eligibility
Applicants must be eligible to work in the United States and within the New York Region.
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.
Key Responsibilities
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, 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 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.
Required Qualifications
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.
Preferred Qualifications
Experience working for a Managed Services Provider (MSP) or in a multi-client support environment.
Hands‑on experience with Microsoft Azure, Intune/Endpoint Manager, or other cloud platforms.
Common firewall vendors (Watchguard, Fortinet, Palo Alto, etc.).
Backup/DR solutions and virtualization (Veeam, Commvault, Datto, VMware, Hyper‑V).
Security tools (EDR, email security gateways, web filters).
Relevant certifications such as CompTIA Network+, Security+, Server+, Microsoft certifications (MCP, MCSA, AZ‑900, MS‑900, MD‑102, etc.), and vendor certifications (Cisco, Fortinet, VMware, Watchguard, etc.).
Personal Attributes
Strong analytical and problem‑solving skills with a structured approach.
Customer‑focused mindset with the ability to explain technical issues in business‑friendly terms.
Self‑motivated and able to work independently in a remote environment.
Team player who collaborates effectively across functions and levels.
Willingness to learn new technologies and continuously improve.
Education
Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
Hours & Schedule
The Magna5 Support Center operates 24/7. The shift for this position will be M‑F 8:00 AM to 5:00 PM.
Work 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.
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