Level 2 IT Systems Support Engineer - Remote

Socket.dev; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

JMA seeks a Systems Support Engineer to be the first point of contact for clients needing technical assistance. You will remotely troubleshoot, document issues and resolutions, and maintain clear client communication throughout ticket lifecycles.

The role emphasizes root-cause analysis, implementing secure, standard-compliant solutions, and proactive ticket management to ensure consistent service quality.

Qualifications

• 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 generated.
• Ability to prioritize and manage multiple open issues at once.
• Sound judgment about when to resolve, when to elevate, and when to document.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Perform remote troubleshooting using approved tools and methods.
• Identify root cause and implement the right solution.
• Manage and prioritize multiple tickets concurrently.
• Escalate issues when required to senior engineering or management.
• Document issues, resolutions, and customer communications.

Skills

Troubleshooting

Client communication

Documentation

Multitasking

Judgment/decision making

Tools

PSA tools

RMM platform

Ticketing system

Remote access tool

Monitoring tools

Job description

JMA seeks a Systems Support Engineer to be the first point of contact for clients needing technical assistance. You will remotely troubleshoot, document issues and resolutions, and maintain clear client communication throughout ticket lifecycles.

The role emphasizes root-cause analysis, implementing secure, standard-compliant solutions, and proactive ticket management to ensure consistent service quality.