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IT Systems Engineer - II CISO Global Inc Scottsdale, AZ Job Details Full-time $60,000 - $65,000 a year 1 day ago Benefits Health savings account Health insurance Dental insurance Flexible spending account Paid time off Vision insurance Life insurance Qualifications Customer communication Full Job Description IT Systems Engineer (Level II) Job Summary CISO Global is seeking a skilled IT Systems Engineer (Level II) to join our Secure Managed Services team. This role supports a diverse portfolio of customer environments and requires strong technical troubleshooting skills, excellent customer communication, and the ability to take ownership of issues through resolution. As an IT Systems Engineer, you will support and maintain both cloud-based and traditional on-premises customer environments, including desktops, laptops, servers, network infrastructure, Microsoft 365 services, mobile devices, and business applications. This position serves as an escalation point for our Level I Service Desk team and is ideal for an engineer who enjoys solving more complex technical issues, supporting multiple customer environments, collaborating with other technical teams, and continuing to grow their technical skills. Success in this role requires more than technical ability. Our engineers regularly interact directly with customers and are expected to communicate professionally, build trust, take ownership of issues, and consistently provide a strong customer experience. Successful candidates are proactive problem solvers who can manage multiple priorities, adapt quickly between different customer environments, communicate clearly, and remain accountable for seeing issues through to resolution. Key Responsibilities Technical Escalation Support Serve as an escalation point for technical issues that require support beyond the Level I Service Desk. Troubleshoot and resolve more complex desktop, server, Microsoft 365, networking, identity, and application-related issues. Provide technical guidance to Service Desk team members when appropriate. Recognize when an issue requires escalation to Level III engineering resources and ensure proper documentation and handoff. Remote Monitoring and Management Utilize Remote Monitoring and Management (RMM) tools to proactively monitor, maintain, and support customer systems. Identify and remediate technical issues before they impact end users when possible. Assist with patching, system maintenance, software deployment, and endpoint health. Ticket Management Manage and resolve technical incidents and service requests through the ticketing system. Maintain accurate documentation, detailed troubleshooting notes, and strong ticket hygiene. Communicate clearly and consistently with customers regarding issue status, expectations, and resolution. Take ownership of assigned issues and ensure appropriate follow-through. End-User Technical Support Provide advanced troubleshooting for desktops, laptops, mobile devices, peripherals, and end-user applications. Support Windows, macOS, and Android environments. Diagnose operating system, application, hardware, connectivity, and user profile issues. Microsoft 365 and Cloud Administration Administer and support Microsoft 365 environments, including Exchange Online, Entra ID, Microsoft Intune, and related services. Support user lifecycle management, licensing, mailbox administration, permissions, identity, and access control. Assist with endpoint management, security configuration, and device administration. Troubleshoot Microsoft 365 applications and cloud service issues. Server and On-Premises Infrastructure Administer and troubleshoot Windows Server environments and traditional Active Directory domains. Support Active Directory, Group Policy, DNS, DHCP, File and Print Services, and domain controllers. Assist with server maintenance, patching, system health monitoring, and troubleshooting. Support customers operating hybrid environments that combine on-premises infrastructure with Microsoft cloud services. Networking Troubleshoot network connectivity issues across customer environments. Support and diagnose issues involving

DNS, DHCP, VPN

connectivity, switches, firewalls, VLANs, wireless networks, and general network communication. Work with internal engineering resources and third-party vendors when additional network support is required. Identity and Access Management Administer user accounts, permissions, security groups, authentication, and access controls across Microsoft 365 and Active Directory environments. Assist with identity-related troubleshooting and security configuration. Email and Security Support Support enhanced email security solutions designed to protect customer environments from phishing, malicious email, and other threats. Assist with security-related investigations, endpoint remediation, vulnerability remediation, and account security issues. Follow established security standards and escalation procedures. Deployment and Systems Administration Deploy and configure desktops, laptops, applications, and related technology for new and existing users. Assist with workstation imaging, provisioning, software deployment, and device configuration. Support onboarding and offboarding activities across customer environments. Multi-Customer Environment Support Support multiple customer environments with varying technologies, configurations, policies, and business requirements. Transition effectively between customers and technical issues throughout the workday. Maintain professionalism and attention to detail while balancing multiple priorities. Qualifications Experience 3 years of professional IT support experience preferred. Managed Service Provider (MSP) experience is strongly preferred. Experience supporting small to mid-size business environments. Previous experience functioning as a technical escalation resource is preferred. Technical Proficiency Candidates should have hands-on experience with several of the following areas: Windows desktop operating systems Windows Server Active Directory and Group Policy Microsoft 365 Exchange Online Microsoft Entra ID Microsoft Intune DNS and

DHCP VPN

troubleshooting Firewalls, switches, VLANs, and network connectivity Endpoint troubleshooting and administration Ticketing systems Remote Monitoring and Management platforms Business application troubleshooting Experience with both Microsoft cloud environments and traditional on-premises Active Directory environments is highly valued. Customer Service and Communication Strong verbal and written communication skills. Ability to explain technical issues clearly to non-technical users. Strong customer service mindset with the ability to build trust and maintain professional relationships. Ability to remain professional and composed while troubleshooting customer-impacting issues. Ownership and Problem Solving Strong analytical and troubleshooting skills. Ability to independently investigate and resolve technical problems. Demonstrated ability to take ownership of issues and follow them through to resolution. Ability to prioritize work effectively in a fast-paced, multi-customer environment. Willingness to collaborate, ask questions, and escalate appropriately when needed. Security Mindset Commitment to security best practices and protecting customer environments. Ability to follow established security procedures, access controls, and documentation standards. Certifications Relevant industry certifications such as Microsoft, CompTIA, or similar credentials are advantageous but are not required. Work Environment Candidates must reside in Arizona . Candidates must be able and willing to travel to customer locations throughout the Phoenix and Scottsdale area. Traveling expenses are reimbursable. This position follows a hybrid work model consisting of approximately 50% remote work from home and 50% onsite work at customer locations or the CISO Global corporate office. This is not a fully remote position. Engineers work closely with our Service Desk, Level III Systems Admin resources, customer contacts, and other technical teams while maintaining ownership of assigned responsibilities. Schedule Monday through Friday, 8:00 AM to 5:00 PM Compensation $60,000 to $65,000 annually , depending on experience and qualifications. Job Type Full-time Benefits Health insurance Dental insurance Vision insurance Health savings account (HSA) Flexible spending account (FSA) Life insurance Paid time off Location Scottsdale, AZ 85251 Hybrid remote with regular onsite customer support throughout the Phoenix and Scottsdale area.

Pay:

$60,000.00 - $65,000.00 per year

Benefits:

Dental insurance Health insurance Life insurance Paid time off Vision insurance Application Question(s): Do you have a US drivers license? Do you live in the surrounding Phoenix AZ area and are available to be onsite with customers approximately 50% of the time? Do you have MSP experience? If so, please describe. How many years of experience do you have working in a IT Support role? What was your title at your most recent IT Support role? Can you comfortably lift up to 50 lbs if lifting any equipment is necessary?

Work Location:

Hybrid remote in Scottsdale, AZ 85251