Job Overview
This position is internally titled System Engineer (Level 2). For Job Bank and NOC classification purposes, the role is posted under the title Network Support Analyst (NOC 22220). Duties remain unchanged.
We are seeking a skilled System Engineer to join our team. The System Engineer (Level 2) supports that goal by owning intermediate-to-advanced support issues, resolving escalations efficiently, and contributing to projects and continual improvements across client environments.
The System Engineer (Level 2) works advanced service tickets, escalations from the service desk, and assigned project work. You will take ownership of issues through resolution, coordinate with vendors when required, and collaborate with senior engineers on complex designs and root-cause investigations.
Tickets and project tasks typically involve advanced troubleshooting and root-cause analysis across Microsoft 365, identity, servers, networking, security controls, backups/DR, and line-of-business applications. Work is completed using our remote access toolset, by phone/email/chat, and with onsite visits when required.
A primary responsibility is to help manage the PSA and RMM support boards by maintaining strong ticket hygiene, prioritizing work appropriately, and communicating clearly with clients and internal stakeholders. You will support and improve environments that include Windows, Mac, Windows Server, networking, and storage infrastructure for multiple clients (managed and unmanaged).
System Engineers (Level 2) deliver small-to-medium projects and project tasks such as Microsoft 365 changes, workstation deployments, backup/DR improvements, firewall rule/VPN updates, and server maintenance activities. As experience grows, Level 2 engineers may lead defined projects with guidance (planning, execution, validation, documentation, and client communication).
Continually growing your knowledge of our standard toolsets and client environments enables you to identify risks and improvement opportunities, propose practical recommendations, and partner with senior engineers and service leadership to keep client environments stable, secure, and supportable.
Duties include:
- Service Delivery and Client Experience
- Ticketing & Documentation Tools
- RMM / Remote Access Tools
- Project Work
- Communication and Reporting
- Team Work
Tasks may include:
- Install web server hardware and software
- Maintain, troubleshoot and administer the use of local area networks (LANs), wide area networks (WANs), mainframe networks and computer workstations and peripheral equipment
- Monitor the performance of computer systems and networks
- Troubleshoot, maintain and upgrade web server hardware and software
- Provide problem-solving services to network users
- Implement data, software and hardware security procedures
- Perform routine network start up and close down and maintain control records
- Perform data backups and disaster recovery operations
- Implement network traffic and security monitoring software, and optimize server performance
- Respond to requests for help and information from Website visitors and Website designers
- Troubleshoot and resolve technical problems
Required Qualifications
- Strong troubleshooting mindset with the ability to isolate root cause and implement durable fixes (not just workarounds).
- Excellent communication skills and the ability to translate technical concepts into business impact, options, and recommendations.
- Demonstrated ability to use and improve service delivery processes, tooling, and documentation to increase quality and consistency.
- Strong understanding of Microsoft 365, identity (Entra ID / AD), Windows Server, and networking fundamentals required to troubleshoot end-to-end.
- Well organized, able to prioritize effectively, and comfortable handling multiple concurrent tickets/projects.
- Ability to work independently with good judgment, while collaborating effectively and escalating early when appropriate.
- Strong technical writing skills for ticket notes, client communications, and internal documentation/runbooks.
- Valid driver’s license and reliable transportation for client onsite work when required.
- The ability and desire to keep up with and adapt to a fast-paced IT world, including security and cloud changes.
- Understand and follow internal processes and tools; contribute to refining them based on real-world operational experience.
- Embrace our core values and model professional, respectful client service while maintaining strong technical standards.
- 2-3 years of experience
- Bachelor's Degree
Preferred Qualifications
- Experience in an MSP environment using PSA/RMM tooling (ConnectWise or similar) and working within SLAs and standardized processes.
- Strong experience providing support via remote tools, including guiding end users through complex tasks.
- Proven experience handling escalations (L2/L3) involving identity, email, collaboration, endpoint, and networking.
- Extensive experience and knowledge of working with Microsoft 365 and related security/compliance features.
- Relevant certifications (or equivalent knowledge), such as Microsoft (MS/MD/SC/AZ paths), ITIL/ITSM, vendor security certifications, etc.
- Demonstrated strength in client experience during incidents and complex changes (expectation setting, calm communication, and follow-through).
- Experience working in a Managed Service Provider (MSP) / IT services environment with exposure to a variety of client infrastructures.
- Demonstrated ability to achieve high client satisfaction by owning outcomes, preventing repeat incidents, and delivering clean project handoffs.
Expected Skills
- Excellent verbal communication skills with clear and easy to understand English language dialogue with clients, internal staff, and vendors.
- Ability to discuss technical topics with either technical or non-technical clients.
- Have excellent written English skills to communicate with proper grammar and without spelling mistakes for ticket documentation, email communications, and other interactions.
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Hybrid work, in-office days are mandatory
Permanent, full-time, 40 hours/week
Pay: $80,750.00 per year
Benefits:
- Dental care
- Extended health care
- Mileage reimbursement
Work Location: Hybrid remote in North Vancouver, BC V7P 3R9
