Overview

The IT Systems Engineer II is a senior technical role supporting both Managed Service Provider clients and internal corporate IT environments. This position is responsible for designing, implementing, and supporting Microsoft-based infrastructure and cloud solutions across multiple environments. The Engineer II acts as a senior escalation point, project engineer, and technical advisor, with strong responsibility for operational excellence using the ConnectWise platform. This role requires the ability to work independently, mentor junior engineers, and balance project delivery with proactive and reactive support in a service-oriented environment.

Responsibilities

• Design, implement, and support secure, scalable, and reliable IT solutions across MSP client environments and internal corporate systems.
• Serve as a senior escalation resource for complex technical issues related to Microsoft 365, Azure, identity, endpoint management, and infrastructure platforms.
• Lead technical projects for external clients and internal stakeholders, from requirements gathering and solution design through implementation and transition to operations.
• Act as a technical advisor to MSP clients and corporate business units, translating business requirements into Microsoft-based technical solutions.
• Administer, optimize, and support Microsoft cloud services including Microsoft 365, Exchange Online, SharePoint, Teams, Entra ID, and Intune.
• Design, deploy, and maintain Azure IaaS and PaaS workloads, including virtual machines, networking, storage, backup, and security controls.
• Implement and manage identity, access, and security controls such as Conditional Access, MFA, device compliance policies, and role-based access controls.
• Utilize ConnectWise tools, including RMM, Automate, and Manage, to monitor systems, respond to alerts, manage tickets, and maintain service quality across client and corporate environments.
• Develop, maintain, and improve monitoring, alerting, remediation, and automation workflows within the ConnectWise platform to reduce recurring incidents and improve reliability.
• Design and maintain automation solutions using PowerShell and Microsoft Power Automate to streamline operational processes, reporting, and service delivery tasks across MSP and corporate environments.
• Support and improve internal corporate IT systems, standards, and processes while maintaining high service levels for MSP clients.
• Maintain standardized configurations, baselines, and service offerings across client environments, while accommodating approved client or corporate-specific requirements.
• Create and maintain technical documentation, runbooks, diagrams, and procedures for both client-facing and internal use.
• Provide technical guidance and mentorship to junior engineers through escalation support, peer review, and knowledge sharing.
• Collaborate with internal teams to improve automation, tooling, monitoring, and operational efficiency.
• Participate in on-call rotation and respond to critical incidents affecting client or corporate environments outside of normal business hours.
• Evaluate emerging Microsoft technologies, security practices, and service delivery improvements to enhance reliability, security, and client satisfaction.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent practical experience
• 5 or more years of experience in systems engineering or system administration roles, with experience in MSP or multi-environment support preferred.
• Strong experience with Microsoft technologies including Microsoft 365, Azure, Windows Server, and Active Directory or Entra ID.
• Hands-on experience with ConnectWise platforms such as RMM, Automate, and Manage in a production environment.
• Demonstrated ability to independently design, implement, and support complex technical solutions.
• Microsoft certifications such as Azure Administrator, Azure Solutions Architect Expert, or similar are strongly preferred.
• Strong communication skills, with the ability to work effectively with clients, internal teams, and non-technical stakeholders.
• Proven ability to manage multiple priorities across client and corporate workloads in a fast-paced environment.

Required Knowledge:

• Advanced knowledge of Microsoft 365 services, identity management, and endpoint management using Intune and Autopilot.
• Strong understanding of Azure infrastructure including networking, security, storage, backup, and disaster recovery.
• Experience supporting on-premises and hybrid environments, including virtualization platforms such as VMware or Hyper-V.
• Proficiency in PowerShell for automation, scripting, and operational efficiency improvements.
• Working knowledge of Microsoft Power Automate, including building flows that integrate Microsoft 365 services, approvals, notifications, and operational workflows.
• Strong troubleshooting skills with a structured approach to root cause analysis and long-term remediation.
• Experience working within IT service management practices, ticketing systems, and SLA-driven environments, particularly using ConnectWise Manage.
• Knowledge of security best practices including least privilege access, vulnerability management, and defense-in-depth concepts.
• Experience supporting or advising on regulatory and compliance requirements such as HIPAA, PCI DSS, or similar frameworks.
• Strong documentation discipline and attention to detail