Tier 2 Systems Engineer — MSP Escalations & Cloud

Magna5; Bristol Township (Bucks County); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Paid time off

Bonus potential

Medical, dental, and vision benefits

401(k) with employer match

Certification reimbursement

Job summary

Magna5 is seeking a Tier 2 Systems Engineer to handle escalated technical issues, perform advanced troubleshooting, and provide day-to-day support for managed services customers in a fast-paced MSP setting.

The role requires strong technical skills across Windows Server, AD, DNS/DHCP, 365 administration, and network concepts. It offers a 24/7 operations center with a M-F 8:00 AM to 5:00 PM shift and comprehensive benefits.

Qualifications

• 3+ years of experience in a technical support, systems administration, or MSP/help desk role (Tier 2 equivalent).
• Strong experience with Windows desktop (Windows 10/11) and Windows Server OS (2012/2016/2019+).
• Active Directory, DNS, DHCP, Group Policy.
• Microsoft 365 administration (Exchange Online, Teams).
• Remote support tools and RMM/monitoring platforms.
• TCP/IP networking, VLANs, VPN, and basic firewall concepts.
• Excellent customer service, communication, and documentation skills.
• Must be authorized to work in the United States.

Responsibilities

• Provide Tier 2 support via phone, ticketing system, email, and remote tools.
• Troubleshoot and resolve escalated incidents related to workstations, servers, networks, and cloud services.
• Own tickets through to resolution, ensuring timely communication and proper documentation.
• Collaborate with Tier 1 and Tier 3 resources to resolve complex issues and improve knowledge transfer.
• Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues.

Skills

Customer service

Communication

Troubleshooting

Ticketing system

Remote support

Education

Bachelor’s degree in Computer Science or IT

Tools

Windows Server OS

Active Directory

DNS

DHCP

Group Policy

Microsoft 365 administration

RMM/monitoring platforms

Remote support tools

TCP/IP networking basics

Firewalls concepts

Job description

Magna5 is seeking a Tier 2 Systems Engineer to handle escalated technical issues, perform advanced troubleshooting, and provide day-to-day support for managed services customers in a fast-paced MSP setting.

The role requires strong technical skills across Windows Server, AD, DNS/DHCP, 365 administration, and network concepts. It offers a 24/7 operations center with a M-F 8:00 AM to 5:00 PM shift and comprehensive benefits.