Onsite Level 2 Engineer

Level 2 Onsite Systems Engineer

Location: Metro Atlanta (Onsite)
Employment Type: Full-Time

Job Summary

Infinity Technology Consulting, Inc. is seeking an experienced Level 2 Onsite Systems Engineer who thrives in a customer-facing environment and takes pride in ownership of the client experience.

This role is not entry-level. We are looking for someone who is technically proficient, confident, and service-oriented—someone who can manage day-to-day onsite IT operations, communicate clearly with non-technical users, and proactively identify opportunities for improvement when things are running smoothly.

The ideal candidate knows how to balance people skills with technical depth, can stand their ground professionally, and understands when to escalate issues or pull in additional resources from upper management or senior engineers.

Your primary responsibility will be to your assigned onsite customer, while also supporting Infinity projects and initiatives as needed.

What Success Looks Like in This Role

• The client views you as their trusted IT partner, not just “the IT person”
• Issues are resolved efficiently, communicated clearly, and followed through to completion
• Downtime is used productively to uncover risks, improvements, or small projects
• You know when to troubleshoot independently—and when to escalate
• You can explain technical issues in plain language, and go deep technically when required

Required Skills & Experience

Strong working knowledge of:

• Microsoft 365 Administration (Primary Focus) – Entra ID user lifecycle (onboarding/offboarding), licensing (Basic/Standard/Premium), Exchange Online, mail flow & message trace, shared mailboxes, Teams, SharePoint/OneDrive permissions, Conditional Access & MFA, Defender & security logs
• Azure / Entra ID Identity & Security – Sign-in logs, session revocation, RBAC, group-based access, incident response
• Microsoft Intune / Endpoint Management – Windows & Apple device enrollment, compliance policies, Autopilot, Apple Business Manager integration
• Email Security & Filtering – Defender for Office 365, quarantine management, SPF/DKIM/DMARC
• Windows 10/11, macOS, iOS administration
• Working familiarity with Cisco/Meraki networking, Dell/Microsoft/Apple hardware, and RMM tools
• Comfortable using remote support and RMM tools

Onsite Support & Customer Ownership

• Serve as the primary onsite IT resource for the assigned customer
• Fully manage onsite service tickets from intake through resolution
• Communicate ticket status, expectations, and outcomes clearly to users
• Escalate issues appropriately to senior engineers, vendors, or management
• Advocate for the customer while aligning with Infinity’s standards and processes

Technical Operations

• Administer and support Microsoft 365 (primary focus) including Entra ID (Azure AD), Exchange Online, Intune, user lifecycle management, security, and compliance
• Support Azure identity and cloud services integrated with Microsoft 365
• Manage Windows 10/11 and Apple (macOS/iOS) environments through Intune and MDM platforms
• Maintain working familiarity with Cisco and Meraki networks to support user connectivity
• Use RMM and monitoring tools to proactively identify, remediate, and prevent issues
• Provide remote and onsite support as required

Proactive Improvement & Documentation

• Identify risks, inefficiencies, and opportunities for improvement
• Recommend process improvements, system enhancements, and best practices
• Create and maintain clear technical documentation for the customer environment
• Participate in ongoing projects when onsite workload allows

Communication, Reporting & Accountability

• Maintain professional, customer-friendly communication at all times
• Submit time entries and expense reports per Infinity SOPs
• Identify and communicate risks to the Service Manager and leadership
• Participate in incident reviews and knowledge-gap analysis

Teamwork & Project Support

• Follow schedules, SOPs, and ticketing workflows
• Collaborate with Service Desk, Engineering, and Management teams
• Provide occasional after-hours or weekend emergency support when needed
• Assist with onsite or remote projects as an additional resource

Professional & Personal Attributes

• Strong customer service mindset with excellent communication skills
• Able to explain technical concepts in non-technical terms
• Confident, professional, and able to advocate for yourself and the customer
• Organized, proactive, and comfortable multitasking
• Knows how to stay productive during downtime by finding value-add work
• Team-oriented and comfortable escalating issues when needed

Preferred Qualifications

• Microsoft 365 Administrator - (MS-102)
• Microsoft Certified: Endpoint Administrator Associate (MD-102)
• Microsoft 365 Fundamentals (MS-900)
• Professional IT certifications (Microsoft, ITIL, ITSM, Cisco, etc.) are a plus
• Bachelor’s degree in IT or related field preferred (or equivalent experience)

Physical & Travel Requirements

• Ability to lift up to 50 lbs occasionally
• Valid driver’s license and ability to travel within Metro Atlanta
• Must pass background check, drug screening, and skills assessments

• Health Care Stipend (to offset medical, dental, and vision expenses)
• Simple IRA (with employer contribution, if applicable)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity & Paternity)
• Short-Term & Long-Term Disability
• Training & Professional Development