Job Overview:
We are seeking an experienced Systems Engineer I to join the Cortavo team. With over 5 years of professional experience, the ideal candidate will bring in-depth knowledge of Microsoft technologies, server management, automation, and virtualization. This role is responsible for supporting, maintaining, troubleshooting, and implementing IT systems and infrastructure for multiple client environments. This role serves as a technical resource for day-to-day operations, escalated support issues, and project delivery while following established MSP standards, documentation practices, and security policies.
This position reports directly to the Engineering Manager.
Responsibilities:
- Troubleshooting escalated Service Desk tickets and serving as a technical resource on projects
- Administering Microsoft 365, Active Directory, Entra ID, SharePoint, Teams, and related services.
- Deploying and maintaining endpoint protection, MFA, backup solutions, and security tools
- Mentor and train Associate Engineers and Service Desk Analysts.
- Act as tier 3 escalation for Service Desk and Associate Engineers
- Automate processes and deployments using PowerShell; focus on self-healing and maintenance aspects.
- Develop, document, and maintain knowledgebase articles and playbooks for streamlined troubleshooting and issue resolution.
- Collaborate with cross-functional teams, vendors, and stakeholders; assist in preparing proposals and design documents.
- Continuously analyze and implement improvements in security, features, and technology updates.
- Participating in on-call rotations and responding to service outages or critical incidents.
- Following MSP standards for ticket management, communication, security, and documentation.
- Mentor junior staff on technical procedures.
- Maintain documentation standards and ticket updates aligned with MSP SLAs.
- Meet or exceed CSAT, TTA, and TTR requirements for the Engineering department.
- Ensure proactive communication and documentation during escalations and client interactions.
Required Skills & Qualifications:
- Bachelor's degree in Computer Science, Engineering, or Information Technology.
- 4-7 years of IT systems engineering experience.
- Proficiency in Microsoft 365, Azure AD, Exchange Online, Teams, and Microsoft Endpoint Manager (Intune).
- Experience with Office 365 administration and migrations tools such as BitTitan.
- Knowledge of help desk ticketing systems (Halo) or similar.
- Strong written and verbal communication skills; an empathetic customer service approach.
- Excellent organizational, time management, and multitasking capabilities.
- Ability to communicate technical concepts to non-technical stakeholders, attend client-facing meetings, provide clear technical resolutions, and deliver high-touch communication during escalations.
Additional Qualifications:
- Managed Service Provider experience.
- Microsoft Certifications, especially Identity and Access Administrator Associate (SC-300), Endpoint Administrator Associate (MD-102), and Teams Administrator Associate (MS-700).
- Familiarity with IT hardware, software, and managed services technology.
- Understanding of Teams Voice product implementations.
- Expertise in PowerShell scripting and automation.
Estimated Usage of Time
- 70% - Level 3 Support and Project Work
- 15% - System/Alert Monitoring
- 10% - Documentation for Customer and Internal Environments
- 5% - Professional Development and Certifications
Work Environment
- Competitive salary, as well as employer, contributed health benefits
- Unlimited paid time off
- Atlanta, GA office location
- Access to a Company cell phone plan
- A seat on an energetic team that collaborates and pushes each other to be better
