MSP Systems Engineer (Tier 2)

Eddy; Greer (SC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, dental, vision insurance

PTO after 60 days

Company device

Vehicle access

Fully stocked kitchen

Training & certifications support

Job summary

BrightFlow Technologies is seeking a Level 2 Systems Engineer with MSP experience to own escalated tickets, troubleshoot across Windows Server, M365, Entra ID, and networking, and mentor junior staff. You will manage multiple client environments with minimal supervision and contribute to knowledge sharing and documentation.

The role requires hands-on expertise, proactive problem solving, and a commitment to ongoing professional development within an expanding MSP.

Qualifications

• Minimum 3 years in an MSP role with a track record of resolving escalated tickets.
• Ability to troubleshoot across multiple client environments, not just one.
• Experience using a ticketing/PSA system.
• Ability to prioritize multiple clients and issues simultaneously.
• Strong documentation habits and clear communication with technical and non-technical users.

Responsibilities

• Own and resolve escalated Level 2 tickets across multiple client environments from first touch to final resolution.
• Handle assigned tickets promptly, keeping clients and internal teams updated.
• Troubleshoot complex issues across Windows Server, Windows endpoints, M365, Entra ID, networking, and backup systems.
• Perform root cause analysis to fix issues for good, not just close tickets.
• Mentor Level 1 technicians and help them escalate efficiently.
• Spot recurring problems and recommend fixes to prevent future tickets.
• Maintain thorough documentation in PSA and cloud-based IT docs/asset management platform.
• Manage workload and priorities across multiple clients with minimal oversight.

Skills

Windows Server

Windows 10/11

Microsoft 365

Entra ID/Azure AD

Active Directory

Group Policy

Networking

Backup & DR

Email Migrations

3CX

RMM Platforms

Fortinet

Intune

VMware/Hyper-V

Documentation

Tools

Exchange Online

SharePoint

Teams

Azure AD

Job description

BrightFlow Technologies is a growing Managed Service Provider (MSP) based in Charlotte, NC. We support small and mid-sized businesses by delivering secure, stable, and well-architected IT environments.We’re looking for a proven Level 2 Systems Engineer with MSP experience who handles difficult tickets without needing a lot of supervision. This is not an entry-level role. We need a career technician with advanced, hands-on skills who takes full ownership of their tickets, sees them through to resolution, and is committed to learning for the rest of their career.Compensation$65,000 – $90,000 salary depending on experience and technical depthResponsibilitiesOwn and resolve escalated Level 2 tickets across multiple client environments, from first touch to final resolutionHandle assigned tickets promptly and appropriately, keeping clients and internal teams updated throughoutTroubleshoot complex issues across Windows Server, Windows endpoints, Microsoft 365, Entra ID, networking, and backup systemsPerform root cause analysis so issues are fixed for good, not just closedMentor Level 1 technicians and help them work through escalationsSpot recurring problems and recommend fixes that prevent future ticketsMaintain accurate, thorough documentation in our PSA and our cloud-based IT documentation and asset management platformManage your own workload and priorities across multiple clients with minimal oversightRequired ExperienceMinimum 3 years working in a Managed Service Provider (MSP), with a track record of resolving escalated ticketsProven ability to troubleshoot across many client environments, not just oneExperience working in a ticketing or PSA systemAbility to prioritize multiple clients and issues at the same timeStrong documentation habits and clear communication with both technical and non-technical usersTechnical SkillsAdvanced, hands-on knowledge of all of the following:Windows Server administrationWindows 10 / Windows 11 environmentsMicrosoft 365 (Exchange Online, SharePoint, Teams)Microsoft Entra ID / Azure ADActive Directory and Group PolicyNetworking (DNS, DHCP, VLANs, firewalls)Endpoint deployment and managementEmail migrations and tenant configurationBackup and disaster recovery solutionsExperience with the following is a plus:3CX phone systems (3CX certifications are a huge bonus)RMM platformsFortinet or other firewall platformsMicrosoft Intune / device managementVMware or Hyper-V virtualizationSecurity best practices and compliance frameworksWhat We’re Looking ForA self-starter who doesn’t need to be managed ticket by ticketSomeone who takes ownership of every ticket assigned to them and follows throughSomeone who thinks like an engineer, not just a ticket closerStrong troubleshooting ability and attention to detailSomeone who adapts well, is open to new tools and better ways of doing things, and actively keeps their skills currentA commitment to lifelong learning through certifications, labs, and staying on top of new technologyThis Role Is Likely Not a Fit IfYou’re looking for your first IT role or are just breaking into the fieldYou need close supervision or step-by-step direction to work through ticketsYou have only worked in an internal corporate IT departmentYou prefer to stick with what you already know rather than learn new tools and approachesYou dislike documenting your work or following standardized MSP processesPerks & BenefitsHealth, dental, and vision insurance plus PTO (after 60 days)Company device and access to company vehiclesFully stocked kitchen with your favorite snacksCollaborative, professional team culture with real ownership and accountabilityOngoing training and professional development opportunities, including support for certificationsJoin UsAt BrightFlow Technologies, our Level 2 engineers are trusted to own the hard problems. You’ll be the person the team relies on when a ticket needs real expertise, and your work will directly affect our clients’ stability and security.If you’re an experienced MSP technician who takes pride in solving tough issues and never stops learning, we’d love to talk.Apply today and build your next chapter with BrightFlow.E04JI802in73409ebdu