ROC Engineer (Level 2), AI-Enabled Service Delivery

ModernIT•La Verne, CA

6d•Hybrid

About The Position

This role exists because the ROC, our Reactive Operations Center, is where client trust is won or lost every single day. The ROC is where issues are triaged, expectations are managed, and problems get solved. The ROC Engineer (L2) is the engine of that work: the engineer who owns the majority of mid-level and advanced reactive tickets, keeps work moving with clear communication, and shows up on-site when a ticket or user request needs hands-on support. At Modern IT, we do not treat frontline service as entry-level work. We are building a ROC staffed by capable engineers who combine solid technical skills, strong communication, process discipline, and a genuine interest in using AI and automation to deliver a calmer, smarter service. This role is for the engineer who has solid hands-on experience, wants more ownership, and is ready to grow toward senior-level work. You enjoy working within a busy queue, but you do not just close tickets to hit a number. You communicate clearly, document well, and care about the person behind every issue. You know when to dig deeper, and you know when to escalate, because asking for help early is what keeps clients happy and tickets moving. You are comfortable going on-site when remote support is not enough. Whether it is a hands-on hardware issue, a network problem, or a user request that deserves an in-person touch where you represent Modern IT professionally in front of our clients. You are also curious about AI. You want to work somewhere that gives you real AI tools for ticket analysis, documentation, and knowledge retrieval, and you want to get better at using them every day. If you want to sharpen your technical depth, deliver great client experiences, and grow into a senior engineer inside a modern, AI-enabled service model, this role was built for you. Success in this role is measured by the ability to efficiently resolve complex technical issues, maintain clear and proactive client communication, contribute to a healthy and well-managed ticket queue, and identify opportunities for continuous improvement. Issues Are Resolved Quickly and Correctly: You contribute directly to the ROC goal of resolving more than 80% of eligible reactive incidents the same day, without sacrificing quality, documentation, or communication. Escalation Happens Early and Effectively: When a ticket is stuck, you escalate to a Senior ROC Engineer or the Service Manager with clear context instead of letting it age. Effective escalation is a strength in this role, not a weakness. Clients Feel Informed and Confident: Clients have confidence that their issues are being actively managed through clear ownership, proactive updates, and consistent communication. Expectations are established early and reinforced throughout the incident lifecycle, whether support is delivered remotely or on-site. Tickets Move with Ownership and Clarity: Every ticket you own has a clear priority, next step, and path to resolution. Work does not stall, bounce unnecessarily, or disappear into the queue. On-Site Visits Build Client Trust: When tickets require an on-site touch, visits are timely, well-prepared, professional, and fully documented, leaving clients more confident in Modern IT than before. Documentation Gets Better with Every Ticket: Ticket notes, time entries, resolution details, and knowledge base contributions are complete and accurate, helping the next engineer resolve similar issues faster. This role is expected to actively use AI as part of daily service delivery. That means using AI tools to improve ticket analysis, summarize technical work, strengthen documentation, and find answers faster through knowledge retrieval. You will also help make these tools better by giving real feedback to our AI architects and service leaders on what works, what does not, and where automation can remove repetitive work from the queue. The goal is not to replace great engineering judgment with AI. The goal is to give great engineers better tools, better insight, and more leverage.

Requirements

5+ years of experience in a Level 2 or higher technical support, escalation, or systems administration role within an MSP environment.
Proven ability to own tickets from intake through resolution in a fast-paced, high-volume service environment.
Hands-on experience supporting Microsoft 365 environments, including Exchange, SharePoint, Teams, Entra ID, identity and access issues, and endpoint troubleshooting.
Strong networking skills, including hands-on troubleshooting across TCP/IP, DNS, DHCP, VPNs, wireless, switching, routing, firewalls, and advanced LAN/WAN connectivity issues.
Hands-on experience in ConnectWise PSA or a comparable PSA/RMM environment, with strong ticket hygiene, documentation, time entry, and workflow discipline.
Ability to communicate technical issues clearly with non-technical clients during urgent or ambiguous incidents, including setting expectations and explaining business impact in clear, non-technical terms.
Proven ability to assess incident severity, business impact, and urgency to ensure issues are prioritized, communicated, and resolved appropriately.
Ability to exercise escalation judgment, knowing when to continue troubleshooting independently and when to engage additional resources with clear, actionable context.
Ability to travel to client sites in the greater Los Angeles area as required, with a valid driver’s license and reliable transportation.
Curiosity and practical interest in using AI, automation, and modern tools to improve service delivery and documentation.
Proven ability to lead the technical resolution of Priority 1 (P1) incidents, maintaining ownership from initial triage through impact mitigation, root cause identification, permanent resolution, and post-incident documentation.

Nice To Haves

Microsoft 365 Administrator Expert (MS-102)
Endpoint Administrator Associate (MD-102)
Azure Administrator Associate (AZ-104)
Identity and Access Administrator (SC-300)
Azure AI Fundamentals (AI-900)
Microsoft Applied Skills related to Copilot and Power Automate
CompTIA Network+
Cisco CCNA
UniFi/Ubiquiti Academy
Cisco Meraki
ConnectWise University, ConnectWise PSA certification, or equivalent hands-on ConnectWise service operations experience.
ITIL 4 Foundation

Responsibilities

Own mid-level and advanced escalated reactive support tickets from intake through resolution, with clear triage, prioritization, communication, documentation, and follow-through.
Provide advanced troubleshooting and support across Microsoft 365, Entra ID, Exchange Online, SharePoint, Teams, Intune, endpoint management, networking, firewalls, VPNs, identity and access management, and client line-of-business applications.
Go on-site to client locations as required for tickets, including hardware, networking, and hands-on support that cannot be resolved remotely.
Communicate with clients during incidents by clearly setting expectations, providing proactive updates, and maintaining confidence through resolution.
Escalate effectively to Senior ROC Engineers or the Service Manager when tickets are stuck, with clear context on what has been tried and what is needed.
Maintain high-quality PSA data in ConnectWise, including notes, time entries, categorization, statuses, resolution details, and next steps.
Maintain and enhance knowledge base articles, troubleshooting guides, and client-specific documentation to improve support quality and operational efficiency.
Identify and communicate recurring issues, trends, and automation opportunities to ROC leadership to support root cause analysis and long-term service improvements.
Adhere to ROC processes, workflows, and operational standards, and actively participate in team meetings, huddles, and scheduled on-call responsibilities.

Benefits

Medical insurance (HMO, PPO, Nationwide, and High-Deductible Plan options)
Coverage effective Day 1
Modern IT contributes toward employee and dependent premiums
Basic Life and AD&D insurance (up to $50,000 provided by Modern IT)
Optional supplemental Life and AD&D insurance (employee, spouse/domestic partner, children)
Long-Term Disability insurance (employer-sponsored; effective after 3 months)
Optional Dental and Vision insurance (effective Day 1 if elected)
Medical Flexible Spending Account (FSA)
Health Savings Account (HSA) for HDHP participants
Health Advocacy Program (24/7 support for claims, billing, scheduling, coordination)
Employee Assistance Program (confidential counseling and resources)
Critical Illness, Accident, and Disability coverage
Perks at Work (discounts on travel, electronics, home goods, etc.)
Adoption Assistance Program (up to $1,500 reimbursement)
Commuter Benefits Program (pre-tax transit/parking)
80 hours of PTO per anniversary year (for new full-time employees)
6 paid sick days per anniversary year
7 paid company holidays
Up to 2 floating holidays per calendar year
401(k) plan with employer match