Systems Engineer – TAC National

Position Summary

The Systems Engineer supports the TAC National Team and reports to the Manager

of Technical Assistance Center (TAC). This role is responsible for providing

advanced technical support, infrastructure expertise, and escalation management

across customer environments. The Systems Engineer serves as a senior technical

resource, delivering exemplary customer service, troubleshooting complex

infrastructure issues, and providing strategic technical guidance to customer

leadership and internal teams.

This role involves managing and resolving high-priority technical incidents,

supporting escalations from service delivery teams, ensuring operational

excellence across customer environments, and delivering advanced expertise in

Microsoft, virtualization, cloud, networking, and security technologies.

Key Responsibilities

• * Serve as a subject matter expert in infrastructure design, architecture, and
• operational support.
• * Provide advanced troubleshooting and support for complex server, cloud,
• networking, and security issues.
• * Act as the primary escalation point for Tier 1, Tier 2, and Tier 3 support
• teams.
• * Lead the investigation, troubleshooting, and resolution of critical and
• high-severity incidents impacting customer operations.
• * Coordinate the escalation of high-level technical issues with vendors,
• partners, internal engineering teams, and customer stakeholders as required.
• * Perform root cause analysis (RCA) and develop corrective actions to prevent
• recurring issues.
• * Provide proactive recommendations to improve customer system health,
• reliability, performance, and security.
• * Deliver advanced support for Microsoft 365, Microsoft Azure, Microsoft
• Exchange, and related cloud technologies.
• * Administer and support VPN, VMware, Hyper-V, firewall, and enterprise
• networking solutions.
• * Provide implementation and support for Multi-Factor Authentication (MFA) and
• identity management solutions.
• * Offer mentorship, training, and technical guidance to fellow team members.
• * Develop, standardize, and maintain Standard Operating Procedures (SOPs) and
• knowledge base documentation.
• * Manage and maintain comprehensive customer-facing and internal technical
• documentation.
• * Collaborate with engineering, service delivery, project, and customer success
• teams to ensure successful issue resolution and service delivery.
• * Participate in problem management, change management, and continuous service
• improvement initiatives.
• Knowledge, Skills, and Abilities
• * Advanced knowledge of Microsoft 365, Azure, Exchange Online, Entra ID (Azure
• AD), and cloud-based technologies.
• * Strong understanding of hybrid infrastructure, virtualization, storage,
• networking, and security best practices.
• * Ability to troubleshoot and resolve complex technical issues across multiple
• technology platforms.
• * Experience coordinating high-priority incident response and managing
• technical escalations.
• * Excellent communication skills with the ability to effectively engage
• technical and non-technical audiences.
• * Ability to advise customers and internal stakeholders on infrastructure
• strategies and operational improvements.
• * Ability to explain complex technical topics to technical teams, business
• leaders, and executive stakeholders.
• * Strong collaboration skills when working with cross-functional teams,
• vendors, and customer contacts.
• * Maintain advanced knowledge of Microsoft 365 applications, cloud services,
• TCP/IP networking, and security technologies.
• * Apply advanced technical triage methodologies and service delivery
• expectations.
• * Adhere to ticketing standards, documentation requirements, workflows, and
• escalation processes.
• * Strong analytical, organizational, and problem-solving skills.
• * Ability to prioritize and manage multiple critical issues simultaneously.
• Preferred Education and Experience
• * 5+ years of MSP (Managed Service Provider) support, engineering, or
• escalation experience (Required).
• * Experience working within a Technical Assistance Center (TAC), Network
• Operations Center (NOC), Service Desk, or Managed Services environment.
• * Certifications such as Security+, VMware (VCP/VCTA/VCAP), MCSE, MCSA, Cisco,
• Azure, Microsoft 365, or equivalent.
• * Microsoft Certified: Security, Compliance, and Identity; Azure Administrator;
• Azure Solutions Architect; or equivalent certifications preferred.
• * Strong understanding of cloud migration strategies and best practices.
• * Superior reading, writing, verbal communication, and customer-facing skills.
• * Strong understanding of networking concepts, enterprise infrastructure, and
• industry best practices.
• * Experience supporting escalated incidents, problem management, and root cause
• analysis in enterprise environments.
• Physical Demands:
• Exerts up to 50 pounds of force occasionally, a negligible amount of force
• frequently, and/or constantly having to lift, carry, push, pull or otherwise
• move objects, involving the human body. Sedentary work involves sitting most of
• the time.
• Disclaimer:
• The above information on this description has been designed to indicate the
• general nature and level of work performed by employees within this
• classification. It is not designed to contain or be interpreted as a
• comprehensive inventory of all duties, responsibilities, and qualifications
• required of employees assigned to this job.
• Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity
• Employers. Qualified applicants will receive consideration for employment
• without regard to race, color, religion, sex, sexual orientation, gender
• perception or identity, national origin, age, marital status, protected veteran
• status, or disability status.