Systems Engineer I

Job Overview

We are seeking an experienced Systems Engineer I to join the Cortavo team. With over 5 years of professional experience, the ideal candidate will bring in-depth knowledge of Microsoft technologies, server management, automation, and virtualization.

Responsibilities

• Troubleshooting escalated Service Desk tickets and serving as a technical resource on projects
• Administering Microsoft 365, Active Directory, Entra ID, SharePoint, Teams, and related services
• Deploying and maintaining endpoint protection, MFA, backup solutions, and security tools
• Mentor and train Associate Engineers and Service Desk Analysts
• Act as tier 3 escalation for Service Desk and Associate Engineers
• Automate processes and deployments using PowerShell; focus on self-healing and maintenance aspects
• Develop, document, and maintain knowledgebase articles and playbooks for streamlined troubleshooting and issue resolution
• Collaborate with cross-functional teams, vendors, and stakeholders; assist in preparing proposals and design documents
• Continuously analyze and implement improvements in security, features, and technology updates
• Participating in on-call rotations and responding to service outages or critical incidents
• Following MSP standards for ticket management, communication, security, and documentation
• Mentor junior staff on technical procedures
• Maintain documentation standards and ticket updates aligned with MSP SLAs
• Meet or exceed CSAT, TTA, and TTR requirements for the Engineering department
• Ensure proactive communication and documentation during escalations and client interactions

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Engineering, or Information Technology
• 4-7 years of IT systems engineering experience
• Proficiency in Microsoft 365, Azure AD, Exchange Online, Teams, and Microsoft Endpoint Manager (Intune)
• Experience with Office 365 administration and migrations tools such as BitTitan
• Knowledge of help desk ticketing systems (Halo) or similar
• Strong written and verbal communication skills; an empathetic customer service approach
• Excellent organizational, time management, and multitasking capabilities
• Ability to communicate technical concepts to non-technical stakeholders, attend client-facing meetings, provide clear technical resolutions, and deliver high-touch communication during escalations

Additional Qualifications

• Managed Service Provider experience
• Microsoft Certifications, especially Identity and Access Administrator Associate (SC-300), Endpoint Administrator Associate (MD-102), and Teams Administrator Associate (MS-700)
• Familiarity with IT hardware, software, and managed services technology
• Understanding of Teams Voice product implementations
• Expertise in PowerShell scripting and automation