Systems Support Engineer II

Job Summary

Required Qualifications

• •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
• •U.S. Citizenship
• •Must successfully pass a background check and drug screening
• •Ability to lift and move up to 50lbs
• •100% onsite role at the Santa Clarita, CA customer location
• •Monday–Friday, 8:00 AM – 5:00 PM schedule

Desired Qualifications

• •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
• •Microsoft 365 Fundamentals (MS-900)
• •Microsoft Azure Fundamentals (AZ-900)
• •CompTIA A+
• •CompTIA Cloud+
• •Microsoft 365 Endpoint Administrator Associate (MD-102)
• •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