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Senior Systems Support Engineer (Remote in the US)

Remote

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries.  Learn more about us at https://www.charterts.com

POSITION OVERVIEW 

As a Senior Systems Support Engineer, you will be responsible for resolving advanced technical issues escalated from the helpdesk, ensuring smooth operation of Microsoft cloud environments, maintaining strong networking infrastructure, and implementing cybersecurity best practices. This role requires a proactive problem solver with deep technical expertise and strong incident response capabilities.

This is a full-time opportunity to work from any location within the US.

 

RESPONSIBILTIES

  • Serve as the final escalation point for complex IT issues related to Microsoft 365, Azure, networking, and security.
  • Troubleshoot and resolve advanced issues in Microsoft cloud services, including Exchange Online, Intune, SharePoint, and Azure AD.
  • Provide expert-level support for Windows Server, Active Directory, and hybrid cloud environments.
  • Diagnosing and resolving networking issues (firewalls, VLANs, VPNs, Wi-Fi, etc.).
  • Implement and maintain cybersecurity best practices, aligning with NIST and CIS security frameworks.
  • Lead and manage incident response efforts, including investigating, mitigating, and documenting security incidents.
  • Assist in proactive audits of client environments to enhance security and reliability.
  • Provide mentorship and training to junior technicians to improve overall helpdesk efficiency.
  • Collaborate with clients and internal teams to deliver high-quality IT solutions and support.
  • Participate in on-call rotations and provide after-hours support as needed.

 

QUALIFICATIONS & EXPERIENCE

  • 5+ years of experience in IT support, preferably within an MSP environment.
  • Deep expertise in Microsoft cloud services, including Microsoft 365, Azure, and Intune.
  • Strong networking knowledge, including TCP/IP, DNS, DHCP, VPNs, VLANs, and firewalls.
  • Familiarity with cybersecurity principles, frameworks (NIST, CIS), and tools such as EDR, SIEM, and MFA.
  • Experience with incident response, forensic analysis, and security monitoring.
  • Strong troubleshooting skills and ability to work under pressure in escalated situations.
  • Excellent communication skills, with the ability to explain technical concepts to non-technical users.
  • Relevant certifications such as Microsoft Certified: Azure Administrator, Microsoft 365 Expert, CCNA, JNCIA, CISSP, CISM, or equivalent are highly desirable.

 

HOURS AND LOCATION

This is a remote position with hours from 8 am to 5 pm EST.

BENEFITS

  • Competitive compensation
  • Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
  • Flexible Spending Account (FSA)
  • Health Savings Account (HSA)
  • Employee Assistance Program (EAP)
  • Retirement Plan (401(k)) with company match
  • Commuter Benefits
  • Short-Term Disability Insurance fully paid by the company
  • Long-Term Disability Insurance fully paid by the company
  • Life and AD&D Insurance, with optional Supplemental Life Insurance
  • Paid Time Off, including Paid Parental Leave
  • 10 Holidays
  • 2 Floating Holidays

* Please note that the availability and specifics of benefits may vary depending on your country of residence.

 

THE HIRING PROCESS

We will try to make it as fast as possible! :-) We use Greenhouse to help us schedule the meetings so emails will come from jobs@charterts.com.

Once you are successfully approved on one step, you will be moved to the following one.

[*] Steps 4, 5 and 6 may not occur or be set up differently, depending on the position. We will let you know at the beginning of your process with us!

  1. Application review
  2. First interview with our team, in a 30 minutes phone call
  3. Interview with the Hiring Manager, from 30 to 45 minutes online video call
  4. [*] Case Study or a Technical Exercise to be presented to our team in a Panel Interview (with 2 or more of our team members), usually for 1 hour
  5. [*] Team Interview, a conversation with future colleagues, from 45 minutes to 1 hour
  6. [*] Executive Interview with one of our Leaders, from 30 to 45 minutes
  7. An offer is extended
  8. Welcome to CTS!! \o/

 

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

 

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