Job Description
Job Description
Position Summary: The Senior Systems Engineer is a Tier 3 individual contributor responsible for the implementation, support, and ongoing management of complex IT infrastructure across NGEN’s client-facing engagements. The successful candidate will collaborate with internal teams to design, deploy, and support secure, scalable technology solutions for client environments.
This role serves as a senior technical resource and hands-on engineer, balancing advanced technical work with the mentorship and development of junior staff. The ideal candidate is proactive, self-directed, and capable of independently leading complex technical initiatives while collaborating with the Head of Technology & Security to support NGEN’s technical, security, and operational objectives.
The Senior Systems Engineer is expected to spend the majority of their time leading technical implementations, resolving complex escalations, delivering project work, and improving client environments through standardization, automation, and adherence to best practices.
Essential Responsibilities
The essential functions of this role include, but are not limited to the following:
Client Support
- Always provide exceptional customer service to both internal team members and external clients.
- Develop and deploy technology solutions to meet client needs in alignment with established procedures and best practices.
- Lead technical implementation efforts for infrastructure, cloud, security, and modernization projects.
- Perform advanced troubleshooting and root cause analysis across on-premises, cloud, and hybrid environments.
- Execute technical work in full alignment with NGEN's established standards, configurations, and security baselines.
- Maintain accurate, complete, and timely documentation for all client environments, technical decisions, project activities, and support interactions in accordance with NGEN's documentation standards, including network diagrams, rack diagrams, implementation procedures, and knowledge base articles.
- Develop and maintain automation solutions and scripts to improve operational efficiency and service consistency.
- Collaborate with the Head of Operations, as directed.
- Participate in an escalation and after-hours support rotation as required.
Security & Compliance
- Apply security best practices across solution design, implementation, configuration, and support.
- Implement and support technical security controls in accordance with NGEN standards and client compliance obligations.
- Support vulnerability management, remediation, and security improvement initiatives.
- Assist with incident response, investigation, containment, and remediation activities as directed.
- Address compliance and audit concerns for NGEN and for clients as directed by the Head of Technology & Security.
- Assist in maintaining client environments aligned with applicable compliance and security frameworks.
Architecture & Strategy
- Contribute to the design and implementation of secure, scalable, and supportable technology solutions for client environments.
- Maintain technology standards and best practices aligned with organizational and client objectives.
- Evaluate emerging technologies and provide recommendations based on business value, operational impact, security considerations, and cost.
- Contribute to build-versus-buy decisions with consideration for cost, scalability, compatibility, and long-term supportability.
- Provide technical input during project planning, solution development, and technology lifecycle discussions.
- Identify opportunities to improve client environments through modernization, automation, and adherence to best practices.
Mentorship & Collaboration
- Serve as a Tier 3 escalation point for engineering staff, providing technical guidance and coaching engineers through troubleshooting and resolution in a timely and professional manner.
- Assist in training and mentoring Tier 1 and Tier 2 personnel to improve technical capabilities and service delivery.
- Collaborate with project managers, business stakeholders, and client contacts to translate business requirements into effective technical solutions.
- Maintain strong working relationships across internal teams and with external vendors and partners.
- Promote a professional, client-ready working environment.
- Contribute to the continual improvement of NGEN processes, standards, and service delivery practices.
Other duties may be assigned as necessary.
Qualifications
Required
- 5+ years of hands-on IT experience, including at least 2 years in a Systems Administrator, Systems Engineer, or equivalent role.
- Demonstrated expertise with Microsoft 365 and Microsoft Entra ID.
- Experience deploying and supporting Microsoft 365 security features, including Conditional Access, MFA, Defender, and related technologies.
- Expertise with Microsoft Intune for endpoint management, compliance, and device security.
- Demonstrated experience managing on-premises and hybrid Microsoft Active Directory environments.
- Advanced experience with Windows Server and Windows 11 administration.
- Familiarity with managing firewalls (SonicWall experience preferred).
- Experience with Ubiquiti UniFi or similar network and wireless solutions.
- Experience with DNS, DHCP, VPN connectivity, and core networking concepts.
- Experience with backup, disaster recovery, and business continuity solutions.
- Strong troubleshooting skills across on-premises, cloud, and hybrid environments.
- Working knowledge of PowerShell scripting to automate administrative and operational tasks.
- Ability to work independently and manage competing priorities with minimal supervision.
- Excellent verbal, written, and customer-facing communication skills.
Preferred
- Experience working in a Managed Services Provider (MSP) environment supporting multiple client environments.
- Preferred certifications include one or more of the following:
- Microsoft 365 Certified: Administrator Expert (MS-102)
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Identity and Access Administrator Associate (SC-300)
- Microsoft Certified: Information Security Administrator Associate (SC-401)
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
- CompTIA Security+ or equivalent certification
- SonicWall Certified Security Administrator (CSSA) or similar vendor certification
- Experience with HP Aruba or comparable switching platforms.
- Experience with Hyper-V, VMware, or similar virtualization platforms.
- Familiarity with the secure and responsible use of AI-powered productivity and automation tools is a plus.
- Familiarity with CMMC, NIST 800-171, NIST 800-53, ISO 20000-1, ISO 27001, or similar compliance frameworks.