Managed Services Systems Engineer II

Carrier Access IT•Clive, IA

1d•Onsite

About The Position

The Systems Engineer Tier II is a key member of Carrier Access IT’s Managed Services team, supporting and maintaining client IT environments. The role provides advanced technical support, troubleshoots escalated issues, and works with end users, vendors, and internal teams to deliver timely solutions. It also contributes to proactive maintenance, documentation, and technology improvements that help keep customer environments reliable, secure, and efficient. The engineer benchmarks and evaluates technology infrastructure, researches relevant technologies and industry practices, and supports desktop, server, network, and cloud systems. With moderate guidance, the role creates and maintains basic to moderately complex systems for internal and external clients. It emphasizes professional customer communication, timely task completion, accurate ticket and time tracking, and documentation in Carrier Access IT’s internal systems. The position also provides technical guidance to Tier 1 engineers and supports knowledge sharing across the team. The position works from one of the company’s three office locations. Participation in an on-call rotation is required, with responses to critical outages or after-hours support requests as needed. Occasional travel to client sites may be required.

Requirements

Associate or bachelor’s degree and at least 4 years of related information systems technical experience.
Strong working knowledge of desktop support, server administration, networking, cloud technologies, and business application support.
Experience administering and troubleshooting Active Directory, Group Policy, DHCP, DNS, user and identity management, Microsoft 365, and Exchange Online.
Experience using Remote Monitoring and Management (RMM) platforms such as N-able, LogicMonitor, or similar tools.
Experience supporting endpoint security solutions such as Microsoft Defender, Cisco Secure Endpoint, Huntress, or equivalent platforms.
Working knowledge of backup and disaster recovery solutions, including monitoring, troubleshooting, and restoration processes.
Ability to plan, deploy, maintain, and troubleshoot workstation, server, and cloud-based solutions.
Knowledge of VMware vSphere/ESXi and Microsoft Hyper-V, including virtual infrastructure maintenance, troubleshooting, and lifecycle upgrades.
Understanding of external DNS services and record types, including A, AAAA, MX, TXT, CNAME, and SPF records.
Experience managing internal and external SSL certificates.
Familiarity with VDI technologies, including Horizon View and Azure Virtual Desktop (AVD), and ability to perform basic troubleshooting of associated services and components.
Experience supporting public cloud platforms, including Microsoft Azure, Microsoft 365, and/or Amazon Web Services (AWS).
Excellent troubleshooting, customer service, communication, and documentation skills.
Ability to manage multiple priorities while maintaining service level agreements (SLAs) and providing a high-quality customer experience.
Ability to conduct and direct research into technical issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
High level of self-motivation, meticulous attention to detail, and proven analytical, strategic-thinking, and problem-solving abilities.
Ability to thrive in a culture of growth, change, and continuous learning.
Ability to effectively prioritize, organize, and execute multiple tasks in a high-pressure environment.
Ability to work varied hours of the day and/or days of the week, with dependable attendance and punctuality.
Ability to sit for extended periods and use hands and fingers to operate a computer keyboard, mouse, power tools, and handle computer components.
Ability to lift and transport moderately heavy objects up to 60 pounds, such as computers and peripherals, and to climb ladders, crawl, bend, and squat.

Nice To Haves

Experience with scripting and automation technologies such as PowerShell.
Experience using a PSA/ticketing platform such as ConnectWise Manage.

Responsibilities

Benchmark, analyze, and report on technology infrastructure, and recommend improvements and growth.
Maintain current knowledge of relevant technology and research industry best practices.
Provide Tier 2 support to managed services customers, troubleshooting and resolving escalated desktop, server, network, and cloud issues.
Administer and support Microsoft 365, Azure, Active Directory, Entra ID, Exchange Online, Teams, and related cloud services.
Monitor systems and proactively resolve issues, including responding to monitoring tickets and assisting with patch management.
Create and maintain basic to moderately complex systems for internal and external clients, with moderate guidance.
Communicate professionally with customers, set expectations, and promote a positive customer experience.
Build and document knowledge of client businesses and help identify options to resolve issues or proactively advance their organizations.
Complete assigned work on time, track time in the ticketing system, and communicate status to the manager.
Record documentation and communications in Carrier Access IT’s internal systems.
Provide technical guidance to Tier 1 engineers and assist with knowledge transfer across the team.
Participate in an on-call rotation and respond to critical outages or after-hours support requests as required.
Perform other tasks as needed or requested.

Benefits

401(k) with employer match
Eligibility for a quarterly bonus
Paid time off
Volunteer time off
Medical coverage
Dental coverage
Vision coverage
Life insurance
Disability insurance
Career development and growth opportunities through mentorship, training, and exposure to diverse projects
Professional development and tuition support
Wellness and financial resources
Family-valued, culture-rich work environment