Job Description
Role Title: Systems Engineer Role Duration: Long Term Contract Role Location: South San Francisco Role Type: Onsite Role Target Start Date: Immediate SUMMARY: The Systems Engineer provides advanced technical support for complex hardware, software, and network issues escalated from Tier 1 and Tier 2. This role performs deep troubleshooting, root cause analysis, and partners with infrastructure and application teams to restore service and prevent recurrence. The Tier 3 specialist also mentors junior staff and contributes to continuous improvement of IT support processes. PRIMARY RESPONSIBILITIES: Serve as final escalation point for Tier 1 and Tier 2 incidents across multi-site enterprise environments Lead advanced troubleshooting for enterprise Windows Server environments (2016/2019/2022) Administer and optimize enterprise Active Directory (multi-domain/forest), Azure AD (Entra ID), and Group Policy architecture Manage enterprise-level Microsoft 365 tenant (Exchange Online, SharePoint Online, Teams, Intune) Support hybrid cloud infrastructure (on-prem + Azure/AWS) Resolve the most complex incidents and service requests escalated from Tier 1 and Tier 2, ensuring timely and high-quality resolution. Perform root cause analysis on recurring issues, recommend and implement long-term corrective actions. Support and troubleshoot enterprise systems Act as an escalation point and subject matter expert for endpoint, application, and network-related issues. Collaborate with internal IT teams and third-party vendors to resolve advanced technical problems and coordinate changes. Document solutions, create knowledge base articles, and share best practices with the Service Desk team. Requirements QUALIFICATIONS AND SKILLS: 7+ years of progressive IT support experience, including prior Tier 2 responsibilities. Strong knowledge of Windows 10/11, macOS, Office 365, Intune/MDM, networking fundamentals (TCP/IP, DNS, DHCP, VPN), and basic server concepts. Advanced knowledge of Active Directory (multi-domain/forest) Azure AD (Entra ID) Microsoft 365 enterprise tenant management Windows Server administration Enterprise networking fundamentals Experience in hybrid cloud environments (Azure and/or AWS) Strong scripting experience (PowerShell) Experience with enterprise ITSM platforms (ServiceNow preferred) Experience supporting enterprise ticketing systems and working in an ITIL-oriented environment. Excellent analytical, troubleshooting, and problem-solving skills. Strong customer service and communication skills, both verbal and written. EXPERIENCE & TRAINING: Bachelor’s degree in computer science, information systems, or related field; or equivalent combination of education and experience. Relevant certifications preferred (e.g., CompTIA Server+, Network+, Microsoft, ITIL Foundation). Preferred Certifications: Microsoft Certified: Azure Administrator (AZ-104) Microsoft 365 Enterprise Administrator (MS-102) CompTIA Security+ or higher ITIL Foundation or higher Benefits Benefits Medical, Dental, Vision Plans Offered PTO, Sick Plus Healthcare Stipend 401k Company sponsored LTD/STD, Life Insurance