IT Systems Support Engineer - Level 2

Abstrakt Marketing Group LLC•Chicago, IL

just now

About The Position

The Systems Support Engineer is a front-line technical role and the first point of contact for clients seeking technical assistance. The role troubleshoots and resolves support issues across managed client environments, documents the work thoroughly, communicates with clients throughout the ticket lifecycle, and escalates issues that require senior engineering involvement. This is the foundation of the service desk. The standard of work, documentation, and communication set in this role is what clients experience directly, which makes consistency and quality at this level central to how JMA is seen.

Requirements

Ability to troubleshoot common workstation, Microsoft 365, identity, network, server, endpoint, security, and backup issues across managed client environments.
Strong client communication skills across the full ticket lifecycle.
Strong written documentation skills, including ticket notes, resolution summaries, and knowledge base entries created to JMA's NinjaOne knowledge base documentation process and procedure.
Ability to prioritize and manage multiple open issues at once.
Sound judgment about when to resolve, when to escalate, and when to document.
Proficiency with a PSA, ticketing system, RMM platform, documentation platform, remote access tool, and monitoring tools.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance
Perform remote troubleshooting utilizing diagnostic techniques
Target questions to quickly determine the root cause of the problem
Implement preferred solutions based on the issues and details provided by customers
Prioritize and manage several open issues simultaneously
Direct unresolved issues to the next level Support Technician
Document issues, problems, and their resolutions
Audit customer hardware/software
Audit customer SaaS solutions (alerts/notifications and software licensing)
Follow-up and update customer status
Identify and suggest possible improvements to internal procedures
On any issue, this role is the client's first impression of JMA. That means responding promptly, taking ownership, and setting a white-glove tone from the first interaction. The engineer represents the firm, not just a queue.
Diagnosis is methodical and uses JMA's approved tools, the PSA, RMM, remote access, and monitoring, rather than guesswork. It also means recognizing when an issue carries a security dimension and handling it accordingly.
The goal is to resolve the underlying problem, not just clear the symptom, so the issue does not return. Targeted questions reach the actual cause and separate closing a ticket from solving a problem.
The preferred solution is the one that fits the client's environment, documented standards, and security posture, not simply the fastest fix. Short-term shortcuts that create long-term risk are not the JMA standard.
Several issues move at once, prioritized by urgency and impact, with no client left in the dark. When the desk is overloaded, the all-hands expectation applies everyone takes tickets, even if only to provide a customer update.
When an issue exceeds front-line scope, requires senior engineering, carries security risk, or needs a vendor, it is escalated early to senior engineering or the Sr. Engineer / Service Delivery Manager, with a complete handoff so the next person does not start from zero. This is the next level the duty above refers to.
Documentation protects the client, the team, and the engineer, and it follows JMA's NinjaOne knowledge base documentation process and procedure. Notes, time entries, client communication, resolution summaries, and knowledge base entries are created to that standard, so the work is consistent, discoverable, repeatable, and defensible, and another engineer can pick the ticket up cold.
Support work is also a chance to notice the state of the environment. Aging, unsupported, or risky hardware and software is flagged and fed into the client's roadmap rather than passed over.
Alerts are monitored across the whole environment, not just SaaS, including RMM, security, backup, and monitoring alerts along with SaaS notifications and license usage. Real signals are separated from noise, and anything affecting security, cost, compliance, or risk is acted on or surfaced to leadership.
Clients are kept informed proactively, before they have to ask. A client should never wonder what is happening with their issue; consistent updates are central to the relationship-driven standard.
Practical suggestions for tools, SOPs, and workflows are brought back to leadership, which is part of how JMA stays streamlined and keeps improving.