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Level 2 Systems Engineer

CTI is a Technology Sales, Service and Managed Service integrator.  The key to our success is the differentiator created by optimizing the knowledge and abilities of our resources to provide a best in class customer service experience for our customers.
A Level 2 Systems Engineer is the first escalation point for the helpdesk, and they resolve complex issues that are beyond the skill level of a Level 1 Systems Engineer.  They focus on proactive support, maintenance, systems administration, and network administration. They work on high level projects and deploy all core Microsoft Server technologies with direction from senior systems engineers.
They work directly with clients on-site and remotely to troubleshoot problems and complete projects; therefore, Level 2 Systems Engineers must have reliable transportation, exceptional customer services skills, as well as dress and act professional.
Major Duties and Responsibilities:
The Level 2 Systems Engineer will perform duties which include, but are not limited to:
  • Resolve escalated tickets and escalate to Level 3 Systems Engineer if necessary
  • Testing and maintenance of client backups
  • Proactively design solutions for a better client experience
  • Implement & troubleshoot Microsoft server environments
  • Secure data networks using industry best practices
  • Implement complex Group Policies
  • Design and setup TCP/IP networks including RDP, DNS, DHCP, WINS, and VPN
  • Implement and configure Active Directory
  • Build and configure Dell/HP server equipment
  • Setup and implement virtual environments using Hyper-V/VMware
  • Configure and troubleshoot switches, routers and firewalls
  • Install equipment and application software
  • Assist helpdesk with overflow tickets
  • Troubleshoot and repair hardware
  • Execute migrations and other projects with direction from senior engineers
  • Fully document all procedures and tasks and create documentation for all clients
Scope and Dimensions:
  • Reporting relationship: Position currently reports to the Client Services Executive
  • External interactions:  Chiefly with customer IT staff, sponsors, and stakeholders
  • Internal interactions:  Chiefly with technical support staff, customer service associates, sales associates and project managers.
  • Hours: 8:30am-5pm (M-F), however, the Level 2 Systems Engineer will serve on rotation as engineer on call and may need to work non-standard hours on occasion
  • Bachelor’s degree or equivalent experience
  • Excellent communication skills
  • At least 5 years’ experience in the managed services work space
  • Strong knowledge of Microsoft, Hyper-V/VMware platforms, applications & data networking for VoIP
  • Exceptionally meticulous planning and organizing skills
  • Experience in a customer-facing role and the ability to interact at all levels of an organization
  • Proven ability to manage within time and budget constraints
  • Proficiency on MS Project, Word, Excel, Outlook, and ConnectWise
  • Direct experience working for a customer-facing VAR or integrator
  • Direct experience implementing data networks or IT systems
Americans with Disabilities Act (ADA) Job Description:
  • Standing or walking 10%
  • Keying 75%
  • Driving 11%
  • Bending  2%
  • Lifting and carrying  2%

Equal Opportunity:
It is the policy of CTI, Inc. to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, handicap, disability, citizenship, veteran, military status or any other protected status in accordance with federal and state law.

Please e-mail cover letter and resumes to