Systems Engineer Remote

Systems Engineer

Remote

About the Role

We are is seeking an experienced Systems Engineer to work with  Managed Services team, supporting business customers across the United States and Canada. This role provides Level 2 systems and infrastructure support across servers, cloud platforms, networks, backups, endpoints, and business applications. The ideal candidate combines strong technical troubleshooting with disciplined ticket management, clear customer communication, and proactive system maintenance.

Schedule and Work Arrangement

• 100% remote work environment.
• Candidates should have open and flexible shift availability. Current coverage needs are weighted toward schedules beginning around 4:00 A.M  Manila time, with final schedules determined by customer coverage and operational requirements.

Key Responsibilities

• Maintain, update, monitor, and support customer systems to promote stable, secure, and reliable operations.
• Provide Level 2 support for customer workstations, servers, operating systems, business applications, and infrastructure issues escalated from Level 1 support.
• Monitor and manage incidents, service requests, and assigned tickets through the ITSM platform in alignment with ITIL practices and service-level expectations.
• Administer and monitor backup systems, investigate failures, and support recovery activities as required.
• Use remote monitoring and management (RMM) tools for patching, monitoring, reporting, alert management, and device administration.
• Install, upgrade, support, and troubleshoot Windows 10/11 and related application issues.
• Monitor and maintain client cloud infrastructure, including Microsoft 365 and Azure environments.
• Perform preventive maintenance across endpoints, servers, network devices, and supported platforms.
• Support network infrastructure including routers, switches, firewalls, Wi-Fi controllers, and related connectivity services.
• Review recurring incidents and support trends to identify underlying problems and opportunities for improvement.
• Work closely with customers and internal teams to provide timely, professional, and high-quality technical support.

Required Qualifications

• 5+ years of experience maintaining, operating, and supporting IT environments.
• At least 2 years of experience as a Systems Engineer or in a comparable Level 2 technical support role.
• Strong troubleshooting skills across server, cloud, network, workstation, and application environments.
• Hands-on experience with Windows Server administration and Windows-based services.
• Working knowledge of Windows and macOS operating systems.
• Solid understanding of Active Directory, DNS, Group Policy, and core Microsoft infrastructure services.
• Experience supporting Microsoft 365 and Azure environments.
• General networking knowledge across routers, switches, Wi-Fi, firewalls, and TCP/IP fundamentals.
• Familiarity with technologies such as Cisco, Sophos, Fortinet, WatchGuard, and SonicWall.
• Experience with monitoring, management, and ticketing tools such as SCCM, BMC Remedy, ConnectWise RMM, ServiceNow, or similar platforms.
• Experience using ITSM ticketing and asset management systems.
• Proficiency with Microsoft Office applications, including Excel, PowerPoint, and Word.
• Excellent written and verbal communication skills with a professional, customer-focused approach.

Core Competencies

• Strong organization, prioritization, and problem-solving skills in a fast-paced managed services environment.
• Ability to work independently in a remote environment while collaborating effectively with technical teams and customers.
• Calm, methodical approach to troubleshooting and incident resolution.
• Ability to communicate technical issues clearly to both technical and non-technical audiences.
• Proactive mindset focused on service quality, reliability, and continuous improvement.