Systems Support Engineer II

Systems Support Engineer II

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success.

Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships.

We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback.

Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles:

• Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team.
• Creativity — You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value "brainstorming" as an expression.
• Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship.
• Integrity — You willingly receive and give feedback; you are open about what's working and what needs to improve; you admit mistakes openly and share learnings widely.
• Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions.
• Purpose — You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence.
• Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge.
• Selflessness — You are considerate when searching for new and different ideas; you seek what's best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful.

Red River is seeking a Systems Support Engineer II to join our growing team! This position will work onsite with one of our clients in Santa Clarita, CA. This role delivers premium workplace technology services to C-Suite executives, VIP users, and office-based staff, ensuring a reliable and seamless end-user experience. The engineer will handle day-to-day onsite support, device lifecycle tasks such as laptop rebuilds and refreshes, and general workplace technology needs across Windows, macOS, and mobile platforms. This position requires a polished customer-facing presence, strong communication skills, and the ability to respond with urgency, empathy, and professionalism in a fast-paced, executive-level environment.

Primary Position Tasks:

• Provide daily onsite support for C-Suite executives, VIP users, and office staff, ensuring fast, professional, and customer-focused resolution of issues.
• Deliver hands-on Windows and macOS support, including OS troubleshooting, hardware issues, performance problems, and peripheral setups.
• Manage and support endpoint devices through Intune (Windows/iOS/Android) and JAMF (macOS), including enrollment, compliance, and policy troubleshooting.
• Perform laptop imaging, rebuilds, and refreshes using SCCM and PXE-based workflows.
• Support Exchange Online and Microsoft 365 applications, including Outlook client issues, mailbox access, and user configuration needs.
• Provide iOS and Android device support, including MDM enrollment, email setup, and basic app support.
• Handle general end-user support tasks, including password resets, account lockouts, onboarding/offboarding activities, and profile-related issues.
• Troubleshoot and support printers and scanners, including connectivity, driver issues, and device configuration.
• Document all work in ServiceNow, follow established KBAs/SOPs, and coordinate escalations with backend teams while owning communication and follow-through.
• Provides after-hours on-call support to VIP escalations.
• Participates in a rotating holiday on-call coverage schedule.

Minimum Education/Certification/Experience Requirements:

• 5+ years of hands-on IT support experience in a large enterprise environment providing desktop, end-user, and onsite technical support.
• Demonstrated experience supporting both Windows and macOS platforms, including hardware troubleshooting, rebuilds, and imaging processes.
• Intermediate experience with Active Directory and Azure AD, including user management, group membership, MFA issues, and identity-related troubleshooting.
• Working knowledge of Microsoft 365 and Exchange Online administration, including mailbox management, permissions, license assignment, profile issues, and service-related troubleshooting.
• Practical experience with endpoint management tools, specifically Intune (Windows/iOS/Android) and JAMF (macOS).
• Proven ability to deliver onsite, customer-facing support for VIP and C-Suite users with strong communication, professionalism, and urgency.
• Ability to handle high-pressure situations and deliver solutions quickly.
• Experience working with ServiceNow or similar enterprise ticketing systems, including adherence to KBAs, Ticket/Queue Management, SLA compliance, and escalation workflows.

Preferred Education/Certification/Experience:

• Exposure to network basics, such as VLAN concepts, port activation checks, and LAN/Wi-Fi troubleshooting before escalation.
• Strong understanding of ITIL practices, especially Incident, Request, and Problem Management.
• Preferred Certifications: Microsoft 365 Fundamentals (MS-900), Microsoft Azure Fundamentals (AZ-900), CompTIA A+, CompTIA Cloud+, Microsoft 365 Endpoint Administrator Associate (MD-102)

Knowledge, Skills, and Abilities:

• Strong proficiency in Windows and macOS operating systems, including understanding of system behavior, user profiles, permissions, and configuration fundamentals.
• Solid knowledge of enterprise endpoint management principles across Intune and JAMF, including compliance, policy flow, application deployment, and device lifecycle concepts.
• Working understanding of Microsoft 365 and Exchange Online, including mailbox structures, permissions, licensing concepts, and how identity services interact across the platform.
• Strong grasp of Active Directory and Azure AD identity fundamentals, including authentication flows, MFA logic, group membership models, and access governance.
• Familiarity with SCCM imaging and deployment principles, including task sequences, PXE boot mechanics, workstation preparation, and provisioning standards.
• Demonstrated experience supporting end-to-end onboarding and offboarding workflows, including account readiness, access configuration, device preparation, and guiding users through their first-day experience.
• Strong customer service and service empathy, with the ability to communicate calmly, respectfully, and professionally with VIP/C-Suite users and their delegated staff (executive assistants, chiefs of staff).
• Ability to maintain a clean, organized, and professional work environment, including workstation setup standards, cable management, and diligence in preparing areas used by executive stakeholders.
• Skilled in using ServiceNow for case tracking, prioritization, categorization, and adherence to enterprise workflows, including proper application of KBAs and SOPs.
• Ability to think analytically and troubleshoot issues methodically, applying root-cause thinking and escalating appropriately while maintaining ownership.
• Strong interpersonal, written, and verbal communication skills, with the ability to translate technical concepts into clear, user-friendly explanations.
• Demonstrated ability to collaborate effectively with engineering teams, service delivery managers, security teams, and external vendors, maintaining alignment and accuracy in all communication.

Basic Qualifications:

• U.S. Citizenship Required
• Must successfully pass a background check and drug screening.
• This is a 100% onsite role at the Santa Clarita, CA customer location.
• Standard schedule is Monday–Friday, 8:00 AM – 5:00 PM