About this role
What this Job Entails:
The Systems Engineer II provides remote technical support for endpoint engineering, Microsoft 365 administration, and identity lifecycle management, extending coverage for a broader IT team responsible for end-user computing infrastructure, including hardware, software, mobile device management, and system architecture. This role works 8x5 with overlap into US business hours to ensure continuity with the onsite team.
Scope:
• Applies company policies and procedures to resolve a variety of issues • Works on problems of moderate scope • Receives general instructions on routine work and detailed instructions on new projects
Your Roles and Responsibilities:
• Provide remote 8x5 coverage (with morning overlap into US business hours) for endpoint engineering, M365 administration, and identity lifecycle tasks • Handle remote-resolvable Level 2 tasks: complex OS and application troubleshooting, endpoint policy enforcement, and MDM configuration (Intune, Jamf) • Administer Microsoft 365 workloads including Exchange, Teams, SharePoint, and OneDrive; support licensing and reconciliation • Support AD/Entra ID user, group, and access provisioning as part of joiner-mover-leaver (JML) identity workflows • Monitor ITSM alerts and support VDI operations, patch management, and endpoint security compliance • Maintain CMDB and asset lifecycle accuracy for remotely managed systems • Contribute to automation initiatives that reduce manual, repetitive engineering tasks • Maintain and improve documentation and knowledge base standards for owned processes and recurring issues • Escalate issues requiring hands-on/deskside intervention to the onsite L2 engineer or Tier 1 support, providing full diagnostic context at handoff • Receive escalations from Tier 1 support and lead problem management for unresolved remote-resolvable tickets • Implement and enforce best practices for system security, endpoint policy, and data backups • Anticipate potential issues or bottlenecks and identify possible solutions • Communicate effectively with onsite engineers, IT support staff, and shared-services/foundation counterparts to ensure smooth handoffs • Liaise with vendors as needed and keep relevant stakeholders up to date with developments • Contribute to GxP-aware change control and documentation practices for regulated systems • Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
• Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience • Builds productive internal and external working relationships • Exercises judgment within defined procedures and practices to determine appropriate action • Experience with endpoint management, M365 administration, and identity platforms (AD/Entra ID) • Knowledge and understanding of the definition and traceability of system requirements • Experience in the implementation of system requirements verification methods • Experience in the planning of system test activities • Strong presentation and organizational skills • Effective written and oral communication skills • Mental ability to perform engineering problem solving and analytical tasks • Able to work under project deadlines and associated cost and schedule constraints • Comfortable working a shift with overlap into US business hours
Preferred Qualifications:
• MD-102 (Modern Desktop Administrator), MS-700 (Teams Administrator), AZ-104 (Azure Administrator), or SC-300 (Identity and Access Administrator) • Jamf Certified Associate or Professional (for macOS environments) - ITIL 4 Foundations • - Experience in regulated (GxP, financial services, or life sciences) environments, including change management for validated systems
Physical Demand & Work Environment:
• Must have the ability to perform office-related tasks which may include prolonged sitting or standing • Must have the ability to move from place to place within an office environment • Must be able to use a computer • Must have the ability to communicate effectively • Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers • Shift schedule includes overlap into US business hours