Petauri

Compensation

Full Description

Brief Description The IT Systems Support Engineer owns escalated technical support and contributes to the administration of the organization’s cloud-based systems. This role bridges the gap between the Tier 1 helpdesk and core IT operations by resolving complex incidents, managing user lifecycle tasks, and supporting infrastructure and application projects using the Microsoft stack and PowerShell. Job title and reporting • Job Title: IT Systems Support Engineer • Department: Information Technology • Reports To: Manager, IT Operations • Location: Remote • Employment Type: Full-time, Exempt Key Responsibilities • Serve as the primary escalation point for Tier 1 helpdesk, resolving complex end-user and systems issues in a timely manner. • Troubleshoot and resolve incidents related to Microsoft 365, Azure AD/Entra ID, Intune, and other cloud-based business applications. • Perform user lifecycle management including onboarding, role changes, and terminations (accounts, access, distribution lists, licenses, and devices). • Create, maintain, and improve PowerShell scripts and automation to streamline user provisioning, deprovisioning, reporting, and routine administrative tasks. • Assist with configuration, maintenance, and monitoring of cloud systems, including identity, endpoint management, security policies, and collaboration tools. • Work closely with the Manager of IT Operations on IT projects such as system rollouts, migrations, security improvements, and process optimization. • Document solutions, procedures, and standards in a clear and reusable format for the Tier 1 helpdesk and broader IT team. • Provide guidance and informal mentoring to Tier 1 staff to improve first-contact resolution and overall support quality. • Participate in an on-call rotation or after-hours work as needed for critical incidents and planned maintenance. Requirements Required qualifications • 5+ years of experience in IT support, with at least 3–5 years handling Tier 2/3 escalations or system administration tasks. • Strong hands-on experience with the Microsoft ecosystem, including: • * Microsoft 365 (Exchange Online, SharePoint Online, Teams, OneDrive) • Azure AD/Entra ID and role-based access control • Intune or similar MDM/MAM solutions • Proficiency with PowerShell for administration, automation, and troubleshooting. • Proficiency with MacBook support; JAMF • Solid understanding of core IT concepts: identity and access management, networking fundamentals, security best practices, and endpoint management in a cloud-first environment. • Experience supporting a fully or primarily cloud-based environment (minimal or no on-premises servers). • Strong customer service orientation with excellent verbal and written communication skills. • Ability to prioritize and manage multiple tasks, incidents, and small projects independently. Preferred Qualifications • Relevant certifications such as Microsoft 365 Certified: Administrator Associate, Azure Administrator Associate, or similar. • Experience with ticketing systems and ITIL-aligned service management practices. • Experience with security tools such as conditional access, MFA enforcement, and data loss prevention in the Microsoft stack. • Exposure to automation and integration platforms (e.g., Power Automate, Logic Apps, or similar). Competencies and attributes • Strong problem-solving and analytical skills with a bias toward root-cause remediation, not just quick fixes. • Ownership mindset with a willingness to take responsibility for escalated issues through to resolution. • Collaborative approach, able to work effectively with Tier 1 support, peers, vendors, and business stakeholders. • Continuous improvement mindset, regularly identifying opportunities to automate, standardize, and improve processes.