Systems Engineer Tier II
Core
Primary escalation point for Tier I engineers, troubleshooting customer-facing systems, storage, and software issues to drive cases to resolution.
Role type
Tier II Systems Engineer
Builds
Secure, reliable technology solutions for critical applications and data center performance
Domain
IT Managed Services / Systems Integration
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
troubleshooting customer-facing systems, reading and interpreting quotes and reports, installing and configuring systems and appliances, designing implementation plans, creating detailed documentation, identifying professional services opportunities, managing physical demands in data centers
Preferred skills
strong customer service mindset, accurate product and application knowledge, experience supporting professional services statements of work
Technologies
Salesforce, CRM tools, security, networking, storage, voice, mobility
Responsibilities
Guide and support Tier I engineers through initial triage and remediation, review completed service requests to catch errors, act as first point of contact for incoming customer communications, install and configure systems and appliances, prepare project files and provide project management support, respond to phone calls and system alerts outside normal business hours
Seniority
Mid-level, hands-on IC