Tier 2 Systems Engineer - AL

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications? The posting includes "About The Role", "Key Responsibilities", "Requirements" (which includes Required Qualifications, Preferred Qualifications, Personal Attributes, Education). Also "Hours & Schedule", "Work Perks", "Magna5 Values", "What We Do". We need to include sections only when posting has real specific content. We should not repeat job title as heading. No Job ID. Remove boilerplate. We need to use

for section headings. Use

• for any list of duties/requirements/benefits, and

  for prose. We must preserve all substantive info, not invent or summarize away detail. Remove cookie/navigation/legal/EEO etc. Not present. We need to decide which sections to include: About the role (from "About The Role" paragraph). Responsibilities (from "Key Responsibilities" bullet list). Requirements (maybe combine Required Qualifications, Preferred Qualifications, Personal Attributes, Education). Could split into Requirements and Qualifications? The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can have sections: About the role, Responsibilities, Requirements, Qualifications, Benefits, Schedule. Possibly also Skills? But we can incorporate skills within Requirements/Qualifications. We must not create Pay/Schedule/Benefits unless posting actually states them. The posting has "Hours & Schedule" and "Work Perks" (benefits). So we can include Schedule and Benefits sections. We also have "Magna5 Values" and "What We Do" maybe could be omitted? They are substantive but not in prescribed headings. Could we include them as a section? The instruction says prefer a few substantive sections over many thin ones. Could combine them into About the role? But they are separate content. However we could omit if not matching headings? The instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". It doesn't forbid adding other headings not in list? It says "use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, but we should likely stick to those headings. It says "Prefer a few substantive sections over many thin ones." So we could include About the role, Responsibilities, Requirements, Qualifications, Benefits, Schedule. Possibly also Skills? But we can put skills inside Requirements/Qualifications. We need to preserve all substantive info. If we omit Magna5 Values and What We Do, we lose info. But maybe we can incorporate them into About the role or Qualifications? They are about company values and what they do. Could be part of About the role? Might be okay to add a section "Company Overview" but not in list. Safer to include them as a section maybe "About the Company" but not in prescribed headings. The instruction says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those are typical. To be safe, we could include a section "About Magna5" but that might be considered extra. However the instruction says "Prefer a few substantive sections over many thin ones." Adding extra sections may be thin. But the values and what we do are substantive. Maybe we can incorporate them into About the role section as additional paragraphs. That would preserve info without extra heading. Let's do that: About the role section includes the original "About The Role" paragraph plus maybe the "What We Do" and "Magna5 Values" as additional paragraphs? But that might mix role description with company description. However it's still substantive. Alternatively we could add a section "Company Overview" but risk violating instruction. I'd lean to incorporate into About the role. Now we need to format lists. Let's extract content. About The Role paragraph: "The Tier 2 Managed Services Engineer is responsible for handling escalated technical issues, advanced troubleshooting, and day-to-day support for our managed services customers. You will work closely with Tier 1 technicians, senior engineers, and account teams to ensure our clients’ systems are stable, secure, and optimized. This role is ideal for someone who is highly technical, customer-focused, and comfortable working across multiple environments and technologies in a fast-paced MSP setting." We'll put that in

  . Responsibilities: list under Key Responsibilities with subheadings: Customer Support & Incident Management, Systems & Network Administration, Monitoring, Maintenance & Projects, Security & Compliance, Collaboration & Continuous Improvement. Each has bullet points. We need to output

  • for any list of duties/requirements/benefits. Should we keep subheadings? Could treat each subheading as a

    ? But only

    allowed for section headings. Could we embed subheadings as or

    ? The instruction didn't forbid other tags, just said use

    for section headings. So we can use

    or

    for subheadings. Safer to use

    ...

    then

    . We'll do that. Requirements: includes Required Qualifications, Preferred Qualifications, Personal Attributes, Education. We'll combine into Requirements section with subheadings. Qualifications: maybe we separate Required vs Preferred? But we have only one Qualifications heading allowed. Could we put Required Qualifications under Requirements and Preferred under Qualifications? The instruction lists both Requirements and Qualifications as possible headings. So we can have Requirements section for Required Qualifications, and Qualifications section for Preferred Qualifications, Personal Attributes, Education. Or we could combine. Let's do: Requirements section for Required Qualifications (the bullet list). Qualifications section for Preferred Qualifications, Personal Attributes, Education. Benefits: from "Work Perks" bullet list. Schedule: from "Hours & Schedule": "The Magna5 Support Center operates 24/7. The shift for this position will be M-F 8:00 AM to 5:00 PM." We'll put that in

    . Now ensure we preserve all substantive info: also note eligibility to work in US and hybrid requirement up to 40% in office/onsite. That is in the description at top: "Applicants must be eligible to work in the United States and be able to work in-person at our Mobile, AL office***This is a hybrid role with a requirement to be in office and/or onsite with clients in the Mobile, AL area up to 40% of the time.***". We need to include that info. Where to put? Could be in About the role or Requirements. Probably include in About the role as a note. We'll add a paragraph after the About The Role paragraph. Also note Title: Tier 2 Systems Engineer but we must not repeat job title as heading. We can include it in a paragraph maybe? The instruction says do NOT repeat the job title as a heading (the page already shows it). It doesn't forbid including it elsewhere. Could include in a

    but maybe redundant. Safer to omit? But we need to preserve ALL substantive information. The title is substantive. However the page already shows it, so we can omit as per instruction: "Do NOT repeat the job title as a heading (the page already shows it)". It doesn't say to omit entirely, just not as heading. Could include in a paragraph like "

    Position: Tier 2 Systems Engineer

    " but that repeats the title. Might be considered repeating. Safer to omit because it's already shown. But we need to preserve all substantive information; if we omit, we lose it. However instruction says the page already shows it, implying we don't need to repeat. So we can omit. Now also note "Must be authorized to work in the United States." That's in Required Qualifications. We'll keep. Now let's craft HTML. Structure:

    About the role

    ... (original paragraph)

    Applicants must be eligible to work in the United States and be able to work in-person at our Mobile, AL office. This is a hybrid role with a requirement to be in office and/or onsite with clients in the Mobile, AL area up to 40% of the time.

    Responsibilities

    Customer Support & Incident Management

    • Provide Tier 2 support via phone, ticketing system, email, and remote tools.
    • Troubleshoot and resolve escalated incidents related to workstations, servers, networks, and cloud services.
    • Own tickets through to resolution, ensuring timely communication and proper documentation.
    • Collaborate with Tier 1 and Tier 3 resources to resolve complex issues and improve knowledge transfer.

    Systems & Network Administration

    • Support and maintain Microsoft Windows Server and desktop environments (AD, DNS, DHCP, GPO, file/print services).
    • Administer Microsoft 365/Exchange Online, Teams, OneDrive, and related services.
    • Perform user and group administration across various systems.
    • Assist with management of switches, firewalls, wireless, VPN, and other network devices.

    Monitoring, Maintenance & Projects

    • Monitor client environments using RMM and monitoring tools; respond to alerts and remediate issues.
    • Perform routine maintenance (patching, updates, backups, AV/EDR checks, capacity management).
    • Participate in implementation and upgrade projects (migrations, standardization, new deployments).
    • Contribute to standard operating procedures (SOPs), documentation, and knowledge base articles.

    Security & Compliance

    • Support security tools such as endpoint protection, MFA, email security, and backup/recovery solutions.
    • Assist in responding to security-related alerts and incidents following established playbooks.
    • Follow best practices and policies for system hardening, access control, and data protection.

    Collaboration & Continuous Improvement

    • Mentor Tier 1 technicians and help elevate overall team capability.
    • Provide feedback to improve tools, processes, and service delivery.
    • Maintain strong customer relationships with a focus on responsiveness, quality, and professionalism.

    Requirements

    Required Qualifications

    • 3+ years of experience in a technical support, systems administration, or MSP/help desk role (Tier 2 equivalent).
    • Strong experience with:
      • Windows desktop (Windows 10/11) and Windows Server OS (2012/2016/2019+).
      • Active Directory, DNS, DHCP, Group Policy.
      • Microsoft 365 administration (Exchange Online, Teams, basic security/compliance settings).
      • Remote support tools and RMM/monitoring platforms.
      • Solid understanding of TCP/IP networking, VLANs, VPN, and basic firewall concepts.
      • Experience troubleshooting common business applications, printers, and peripherals.
    • Excellent customer service, communication, and documentation skills.
    • Ability to prioritize and manage multiple tickets and tasks in a high-volume environment.
    • Must be authorized to work in the United States.
    But note nested lists: we used
    • then inner
      . That's okay.

      Qualifications