Level II Systems Engineer (MSP)

Our client, Databit, is seeking a Level II Systems Engineer to provide technical support across a diverse client base in an MSP environment. This role is hands-on and requires strong troubleshooting ability across Microsoft environments, endpoint security, and remote monitoring tools. This is a fully remote position supporting U.S.-based clients. Key Responsibilities Provide Level II support across tickets, escalations, and client environments Manage and resolve tickets using ConnectWise PSA Monitor and troubleshoot systems using ConnectWise RMM Administer and support Microsoft 365 environments (users, permissions, troubleshooting) Perform desktop support (Windows + Mac) including hardware/software issues Troubleshoot and support Azure environments and Azure Virtual Desktop (AVD) Maintain and troubleshoot firewall and network security configurations Support endpoint and email security tools (SentinelOne, Avanan) Document all work, resolutions, and updates within ConnectWise Communicate clearly with clients and provide guidance on technical issues Must-Have Requirements 3+ years experience in Level II support (preferably in an MSP environment) Strong experience with: ConnectWise PSA ConnectWise RMM Microsoft 365 administration Experience supporting Windows and Mac environments Hands-on experience with Azure (including AVD) Experience with endpoint security tools (SentinelOne or similar) Strong troubleshooting and problem-solving ability Clear English communication (client-facing role) Nice-to-Have Experience with Avanan (email security) Firewall configuration and management experience Relevant certifications (Microsoft, Azure, Security) Work Schedule Monday–Friday, 8:30 AM – 5:30 PM (U.S. hours) Must be open to occasional after-hours / weekend support rotation Ideal Candidate Profile MSP background (this is big—non-MSP candidates will struggle) Comfortable managing multiple clients/environments Strong documentation habits Able to work independently without constant oversight Customer-service oriented, not just technical