Systems Engineer

Escalation handling effectiveness Description Level 3 Senior Engineer Service Delivery Team Reports To: Service Delivery Manager Location: In-office Position Summary The Level 3 Senior Engineer is a Senior technical leader within the Service Delivery organization responsible for supporting daily operations, resolving complex technical issues, and serving as the highest escalation point for service-related incidents on that team. This role provides advanced technical expertise across client environments while partnering closely with Service Desk, Client Experience, Solutions, and Security teams to maintain exceptional service levels and client satisfaction. The primary focus of the position is ensuring operational stability, reducing downtime, preventing recurring issues, and supporting the successful delivery of managed services. The Level 3 Senior Engineer acts as a technical mentor for Level 1 and Level 2 team members, drives continuous service improvement initiatives, and serves as a trusted advisor during critical technical situations. Primary Responsibilities Advanced Technical Escalations Serve as the primary escalation point for complex client issues that cannot be resolved by Level 1 or Level 2 technicians. Troubleshoot and resolve advanced infrastructure, cloud, networking, security, and application issues. Lead technical investigations involving recurring, high-impact, or business-critical incidents. Coordinate with vendors, software providers, and third-party support organizations when necessary. Participate in major incident response and restoration activities. Perform root cause analysis and develop corrective actions to prevent future occurrences. Operational Support & Service Delivery Excellence Maintain and support client technology environments to ensure maximum stability, security, and performance. Monitor service trends and proactively address recurring operational issues. Identify opportunities to improve client environments through standardization, automation, and operational best practices. Ensure adherence to service delivery processes, technical standards, and documented procedures. Support service continuity and business resilience initiatives. Infrastructure Administration Provide Advanced Administration And Support For Technologies Including Microsoft 365 Microsoft Azure Entra ID Active Directory Windows Server VMware and Hyper-V Endpoint management platforms Backup and disaster recovery solutions Remote monitoring and management platforms Virtual desktop environments Collaboration and communication platforms Network & Security Support Troubleshoot and maintain complex network environments. Support firewalls, switches, wireless infrastructure, VPNs, and connectivity solutions, such as Cisco, Meraki, Watchguard, Palo Alto, Unifi and more. Assist with cybersecurity incident remediation and security hardening efforts. Review and address vulnerabilities identified through security monitoring and assessments. Collaborate with internal security resources to improve client security posture. Ensure operational adherence to security best practices and compliance requirements. Technical Leadership & Mentorship Serve as a technical resource and mentor for Service Delivery staff. Guide technicians through advanced troubleshooting & problem-solving methodologies. Provide coaching during escalations to improve team capability and confidence. Promote knowledge sharing and cross-training throughout the organization. Help establish and maintain technical standards and best practices. Client Support & Communication Communicate effectively with both technical and non-technical stakeholders. Provide updates and recommendations during escalated support situations. Build confidence and trust with clients during critical incidents and service interruptions. Assist Client Success and leadership teams with technical consultations when needed. Maintain a customer-focused approach to issue resolution and service delivery. Secondary Responsibilities While the primary focus of this role is operational support and escalated service delivery, the Level 3 Senior Engineer May Also Assist with technical implementations and upgrades. Support project teams with specialized technical expertise. Provide post-project operational transition support. Participate in strategic technology planning discussions. Experience Required Qualifications 10+ years of progressive IT infrastructure and systems support experience. 3+ years' operating in Senior escalation, engineering, or advanced support roles. Manufacturing experience is strongly preferred. MSP experience is strongly preferred. Demonstrated success managing complex technical escalations and client environments. Technical Expertise Strong Working Knowledge Of Microsoft 365 Administration Azure Administration Entra ID Active Directory Windows Server PowerShell Virtualization Platforms Networking Technologies Firewalls and Security Solutions Backup & Disaster Recovery Endpoint Management Cloud Technologies Monitoring and RMM Platforms Key Performance Indicators Success In This Role Is Measured Through Operational Performance Escalation resolution effectiveness Mean time to resolution (MTTR) Reduction in recurring issues Incident response quality Service level agreement achievement Technical Leadership Team mentorship effectiveness Knowledge sharing contributions Documentation quality Process improvement contributions Technical standards compliance Client Experience Customer satisfaction scores Escalation handling effectiveness Communication quality Client confidence and trust Core Competencies Advanced Troubleshooting Critical Thinking Escalation Management Systems Analysis Client Communication Technical Leadership Mentorship Service Excellence Process Improvement Accountability Collaboration Continuous Learning Role Purpose The Level 3 Senior Engineer exists to ensure that complex technical challenges are resolved efficiently, client environments remain healthy and secure, and the Service Delivery team has the expertise and leadership necessary to consistently deliver exceptional service. This individual is a force multiplier for the entire service organization, elevating technical capability, improving operational maturity, and helping clients achieve confidence in their technology environment. Skills Technical support, Active directory, windows, vmware, azure, powershell, automation, systems engineering Top Skills Details Technical support,Active directory,windows,vmware,azure,powershell,automation,systems engineering Additional Skills & Qualifications Experience in Network Administration including DNS, DHCP, TCP/IP, and firewalls. This would be secondary to Systems Engineering skills. Relevant certifications such as Microsoft Certified Systems Administrator (MCSA) or CompTIA A+ are a plus MSP experience is not necessary, but always helpful. Prior manufacturing experience would be a key asset. Experience Level Expert Level Job Type & Location This is a Permanent position based out of Grand Haven, MI. Pay And Benefits The pay range for this position is $80000.00 - $110000.00/yr. Competitive benefits direct by the client that includes medical, dental, vision, retirement, cell phone reimbursement. Workplace Type This is a fully onsite position in Grand Haven,MI. Application Deadline This position is anticipated to close on Aug 21, 2026. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr TEKsystems