Senior MSP Systems Engineer - Own Complex Tickets

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 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.