System Engineer

At Class IV, we are dedicated to providing top-notch IT consulting services that optimize business efficiency, fortify cybersecurity, and harness the power of data. Our unwavering commitment to excellence and staying at the forefront of technological advancements allows us to deliver innovative solutions that exceed our clients’ expectations.

We are seeking a highly capable and customer-focused Systems Engineer to join our team on a contract basis. This role is designed for an experienced client-facing technical support professional who excels at troubleshooting complex technical issues, supporting SMB to enterprise environments, and serving as an escalation point for Tier I support requests.

The ideal candidate will have strong working knowledge of the Microsoft ecosystem, including Windows Server, Active Directory, Microsoft 365, and Azure. This role requires the ability to apply Microsoft best practices, support and maintain Azure-based services, and troubleshoot issues across client–server environments, cloud platforms, and Active Directory domains.

This is a client-facing contract position focused on resolving technical issues escalated through our support tiers. The ideal candidate is comfortable working both onsite with clients and remotely, takes ownership of complex support tickets from intake through resolution, and collaborates with senior engineers when deeper infrastructure expertise is required. This is not a traditional help desk role, but an opportunity for a technically capable support engineer to diagnose complex issues, work directly with clients, and gain exposure to modern IT infrastructure including cloud platforms, identity management, and endpoint management technologies.

Responsibilities

Advanced Technical Support

• Provide technical support directly to client stakeholders via remote sessions, phone, email, and onsite support when required.
• Serve as an escalation point for Tier I technical support issues, diagnosing and resolving more complex hardware, software, and network problems.
• Troubleshoot issues across workstations, operating systems, SaaS applications, identity management systems, and endpoint devices.
• Perform advanced troubleshooting for Windows/macOS environments, Microsoft 365, device management platforms, and enterprise applications.

Systems & Infrastructure Support

• Assist with administration and troubleshooting within Microsoft 365, Azure AD / Entra ID, endpoint management tools (e.g., Intune or similar), and collaboration platforms.
• Support user account lifecycle management, permissions, group policies, and security access requests.
• Support and troubleshoot server and virtualization environments, including Windows Server (AD DS, DNS, DHCP, Group Policy, IIS, RDS) and virtualization platforms such as Hyper-V and VMware ESXi.
• Investigate network connectivity issues, VPN problems, and authentication-related incidents.

Incident Management & Problem Resolution

• Prioritize and manage multiple client support requests while meeting service level expectations (SLAs).
• Own escalated tickets from intake through resolution while maintaining clear documentation and communication with stakeholders.
• Identify recurring technical issues and contribute to root cause analysis and long-term resolution strategies.
• Collaborate with Tier III engineers, security teams, and infrastructure teams when deeper technical expertise is required.

Endpoint & User Lifecycle Management

• Lead technical onboarding and offboarding processes including device provisioning, account configuration, access management, and security compliance checks.
• Deploy and configure hardware, operating systems, and software according to company standards.

Documentation & Process Improvement

• Maintain technical documentation, runbooks, and knowledge base articles to improve support efficiency and enable Tier I teams.
• Recommend improvements to IT support workflows, ticketing processes, and system configurations.

Customer Experience

• Deliver professional, clear, and timely communication with clients and internal technical teams, providing updates, guidance, and resolution details throughout the support process.
• Maintain a customer-first mindset while balancing technical resolution and operational priorities.

Qualifications

• 3+ years of experience in IT support, help desk, or desktop support roles.
• Experience resolving Tier II level technical issues in SMB- Enterprise environments.
• Strong knowledge of:
• Windows and macOS operating systems
• Microsoft 365 administration
• Active Directory / Azure AD (Entra ID)
• Endpoint management solutions (Intune, JAMF, SCCM, or similar)
• Working knowledge of networking fundamentals including IP addressing, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience working with ticketing systems and incident management workflows.
• Ability to independently diagnose and resolve issues with minimal supervision.
• Strong communication skills and ability to translate technical issues for non-technical users.
• Valid driver’s license and reliable transportation (required for initial onsite work).
• Clean background / MVR.

Preferred Certifications

• Microsoft Azure Fundamentals (AZ-900)
• Microsoft 365 Fundamentals (MS-900)
• Microsoft Endpoint Administrator Associate (MD-102)
• CCNA

What We Offer

• Hybrid/remote flexibility after ramp-up.
• Company-provided computer and equipment.
• Opportunity to transition into a full-time role after the contract period.
• Exposure to enterprise IT systems and modern cloud-based infrastructure.
• Opportunities to develop skills in systems administration, cloud platforms, and security practices.
• Direct client engagement and hands-on technical experience.

Job Type: Contract

Pay: $35.00 - $45.00 per hour

Work Location: Hybrid remote in Centennial, CO 80112