Senior Tier 2 or Tier 3 Systems Engineer

ComTech Systems, Inc.; Gaithersburg (MD); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Disability Insurance

Industry Certifications

PTO

IRA Match

Health insurance

Paid time off

Dental insurance

Vision insurance

Job summary

ComTech Systems, Inc. in Gaithersburg, MD seeks a Senior Tier 2/3 Systems Engineer to troubleshoot escalated issues across desktop, server, networking, cloud, and VoIP. You will support M365/Azure/Windows Server/AD, drive project work, and mentor Tier 1 staff.

The role is in-office with local client-site travel, offering growth opportunities and a collaborative, service-excellence culture. 3+ years SMB MSP experience preferred.

Qualifications

• 3+ years IT support experience, preferably SMBs in an MSP environment.
• Strong troubleshooting across M365, Azure, Windows Server, AD, networking, security, backup, and cloud.
• Experience supporting switches, wireless networks, VPNs, virtualization, and endpoint security.
• Ability to resolve escalated issues and manage multiple priorities effectively.
• Excellent communication, customer service, and organizational skills.
• Self-motivated, dependable, and team-oriented.
• Ability to document processes and communicate technical concepts clearly.
• MSP and ConnectWise experience strongly preferred.
• Experience with VoIP platforms (Zultys, Metaswitch, Netsapiens) a plus.
• Experience with WatchGuard, Ubiquiti, and AI-powered business tools a plus.
• Relevant technical certifications are a plus (Microsoft, CompTIA, Cisco, cybersecurity).

Responsibilities

• Troubleshoot and resolve escalated desktop, server, network, cloud, and VoIP issues.
• Support Microsoft 365, Azure, Windows Server, Active Directory, networking, security, and backup solutions.
• Perform upgrades, migrations, deployments, and project work.
• Diagnose root causes and implement long-term solutions.
• Assist with technical planning, recommendations, and client projects.
• Provide guidance to Tier 1 technicians.
• Perform onsite support, installations, and project work as needed.
• Maintain accurate ticket notes, time entries, and documentation.
• Follow procedures while helping drive continuous improvement.
• Participate in after-hours maintenance and on-call support as needed.
• Log detailed activities, track calls/requests utilizing ticketing software.
• Assisting colleagues as necessary

Skills

Microsoft 365

Azure

Windows Server

Active Directory

Networking

VoIP systems

Cybersecurity

Backup solutions

Troubleshooting

Documentation

Customer service

Project coordination

On-call support

Education

Certifications (Microsoft/CompTIA/Cisco/cybersecurity)

Tools

ConnectWise

Zultys

Metaswitch

Netsapiens

WatchGuard

Ubiquiti

AI-powered tools

Job description

Benefits

• Disability Insurance
• Industry Certifications
• PTO
• IRA Match
• Health insurance
• Paid time off
• Dental insurance
• Vision insurance

ComTech Systems is seeking a Senior Tier 2 or Tier 3 Systems Engineer to join our growing team in Gaithersburg, MD. The ideal candidate is a skilled IT professional who enjoys solving technical challenges, supporting client environments, and delivering exceptional customer service. This role is responsible for troubleshooting escalated issues, supporting and executing technical projects, and helping drive continuous improvement across our service operations.

NOTE: This is an in office position with the need to travel to local client sites.

About Us

ComTech Systems is a family-owned small business located in Gaithersburg, MD. We are a full-service provider of Voice and IT solutions to SMB organizations. We have earned an outstanding reputation for quality service by maintaining a team of hardworking professionals with a focus on exceeding our customers’ expectations.

Please Note: ComTech Systems is an independently owned company based in Gaithersburg, MD and is not affiliated with Comtech Telecommunications Corp.

We value and reward

• Respect
• Service Excellence
• Growth and Education
• Team-Oriented Collaboration
• Accountability
• Innovation

Our Mission

To provide customized IT solutions, delivered by knowledgeable and dedicated professionals in order to increase our clients efficiency, security, and profitability.

Responsibilities

• Troubleshoot and resolve escalated desktop, server, network, cloud, and VoIP issues.
• Support Microsoft 365, Azure, Windows Server, Active Directory, networking, security, and backup solutions.
• Perform upgrades, migrations, deployments, and project work.
• Diagnose root causes and implement long-term solutions.
• Assist with technical planning, recommendations, and client projects.
• Provide guidance to Tier 1 technicians.
• Perform onsite support, installations, and project work as needed.
• Maintain accurate ticket notes, time entries, and documentation.
• Follow procedures while helping drive continuous improvement.
• Participate in after-hours maintenance and on-call support as needed.
• Log detailed activities, track calls/requests utilizing ticketing software, and maintain historical records related to problem documentation and resolution
• Assisting colleagues as necessary

Requirements

• 3+ years of IT support experience, preferably supporting SMBs in an MSP environment.
• Strong troubleshooting skills across Microsoft 365, Azure, Windows Server, Active Directory, networking, firewalls, VoIP systems, cybersecurity, backup, and cloud technologies.
• Experience supporting switches, wireless networks, VPNs, virtualization platforms, and endpoint security solutions.
• Ability to resolve escalated technical issues and manage multiple priorities effectively.
• Excellent communication, customer service, and organizational skills.
• Self-motivated, dependable, and team-oriented.
• Ability to document processes and communicate technical concepts effectively.
• Strong sense of discretion, confidentiality, and professionalism.
• Ability to stay calm and solution-focused when customers are stressed or upset.
• Proactive mindset focused on accountability and continuous improvement.
• MSP and ConnectWise experience strongly preferred.
• Experience supporting Zultys, Metaswitch, or Netsapiens VoIP platforms is a plus
• Experience with WatchGuard security solutions, Ubiquiti networking, and AI-powered business tools is a plus.
• Relevant technical certifications are a plus (Microsoft, CompTIA, Cisco, or cybersecurity).

Working Hours

Monday - Friday 8am-5pm (with a one-hour lunch break).

Occasional after-hours support, maintenance windows, and participation in an on-call rotation may be required.

Compensation

$60,000 - $75,000 annually, based on experience, certifications, and qualifications.