MSP Systems Engineer (Tier 2)

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

Benefits offered by this job

Health, dental, and vision insurance +

Company device and company vehicles

Fully stocked kitchen with snacks

Collaborative, professional team with真

Ongoing training and certifications

Job summary

BrightFlow Technologies is seeking a seasoned Level 2 Systems Engineer with MSP experience to own and resolve escalated tickets across multiple client environments. You will troubleshoot complex Windows Server, endpoint, M365, Entra ID, networking, and backup issues, and mentor Level 1 technicians to raise the overall team capability.

You must have 3+ years in MSP roles, proven ticketing/ PSA experience, and excellent documentation and communication skills.

Qualifications

• Minimum 3 years working in a Managed Service Provider (MSP), with a track record of resolving escalated tickets.
• Proven ability to troubleshoot across many client environments, not just one.
• Experience working in a ticketing or PSA system.
• Ability to prioritize multiple clients and issues at the same time.
• Strong documentation habits and clear communication with both 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 and appropriately, keeping clients and internal teams updated throughout
• Troubleshoot complex issues across Windows Server, Windows endpoints, Microsoft 365, Entra ID, networking, and backup systems
• Perform root cause analysis so issues are fixed for good, not just closed
• Mentor Level 1 technicians and help them work through escalations
• Spot recurring problems and recommend fixes that prevent future tickets
• Maintain accurate, thorough documentation in our PSA and our cloud-based IT documentation and asset management platform
• Manage your own workload and priorities across multiple clients with minimal oversight

Skills

Windows Server administration

Windows 10/11 environments

Microsoft 365

Microsoft Entra ID / Azure AD

Active Directory and Group Policy

Networking (DNS, DHCP, VLANs, firewal​

Endpoint deployment and management

Email migrations and tenant config

Backup and disaster recovery solutions

Tools

RMM platforms

Fortinet/firewalls

Microsoft Intune / device management

VMware / Hyper-V virtualization

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 depth

Responsibilities

• Own and resolve escalated Level 2 tickets across multiple client environments, from first touch to final resolution
• Handle assigned tickets promptly and appropriately, keeping clients and internal teams updated throughout
• Troubleshoot complex issues across Windows Server, Windows endpoints, Microsoft 365, Entra ID, networking, and backup systems
• Perform root cause analysis so issues are fixed for good, not just closed
• Mentor Level 1 technicians and help them work through escalations
• Spot recurring problems and recommend fixes that prevent future tickets
• Maintain accurate, thorough documentation in our PSA and our cloud-based IT documentation and asset management platform
• Manage your own workload and priorities across multiple clients with minimal oversight

Required Experience

• Minimum 3 years working in a Managed Service Provider (MSP), with a track record of resolving escalated tickets
• Proven ability to troubleshoot across many client environments, not just one
• Experience working in a ticketing or PSA system
• Ability to prioritize multiple clients and issues at the same time
• Strong documentation habits and clear communication with both technical and non-technical users

Technical Skills

Advanced, Hands-on Knowledge Of All Of The Following

• Windows Server administration
• Windows 10 / Windows 11 environments
• Microsoft 365 (Exchange Online, SharePoint, Teams)
• Microsoft Entra ID / Azure AD
• Active Directory and Group Policy
• Networking (DNS, DHCP, VLANs, firewalls)
• Endpoint deployment and management
• Email migrations and tenant configuration
• Backup and disaster recovery solutions

Experience With The Following Is a Plus

• 3CX phone systems (3CX certifications are a huge bonus)
• RMM platforms
• Fortinet or other firewall platforms
• Microsoft Intune / device management
• VMware or Hyper-V virtualization
• Security best practices and compliance frameworks

What We’re Looking For

• A self-starter who doesn’t need to be managed ticket by ticket
• Someone who takes ownership of every ticket assigned to them and follows through
• Someone who thinks like an engineer, not just a ticket closer
• Strong troubleshooting ability and attention to detail
• Someone who adapts well, is open to new tools and better ways of doing things, and actively keeps their skills current
• A commitment to lifelong learning through certificates, labs, and staying on top of new technology

This Role Is Likely Not a Fit If

• You’re looking for your first IT role or are just breaking into the field
• You need close supervision or step-by-step direction to work through tickets
• You have only worked in an internal corporate IT department
• You prefer to stick with what you already know rather than learn new tools and approaches
• You dislike documenting your work or following standardized MSP processes

Perks & Benefits

• Health, dental, and vision insurance plus PTO (after 60 days)
• Company device and access to company vehicles
• Fully stocked kitchen with your favorite snacks
• Collaborative, professional team culture with real ownership and accountability
• Ongoing training and professional development opportunities, including support for certifications

Join Us

At 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.

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