Sr Systems Engineer, AI-Enabled Service Delivery in MSP (Hybrid)

Modern IT is a new kind of MSP: more intentional more informed and more inspired. Founded on the belief that todays business needs require differentweverewritten the rules of IT against tool sprawl and hardware that creates more headaches than help. Our ideology is simple: IT should put people and business into motion not stand in the way. By thoughtfully putting services over servers training and trust over technology and heartbeats over hardware we help harmonize people and processes and create IT ecosystems that foster calm spur confidence and energize people in the right direction: forward.

Modern IT is a platform-centric managed services provider that propels businesses into the digital age through strategic partnerships with Microsoft and ConnectWise. With a global clientele and a distributed team we are positioned at the forefront of innovation and operational excellence.

Client trust is builtor lostevery single day inside Modern ITs Reactive Operations Center. This team sits at the heart of the client experience owning critical moments that directlyimpactservice quality and long-term relationships.

Internally we refer to this team as the ROC (Remote Operations Center) and this role as ROC L2. Externally this role is best understood as a Senior MSP Systems Engineer. Internally.

At Modern IT we believe this work deserves senior-level talent. We are building a ROC led by engineers who combine technical depth business awarenessstrong communication and a passion for improving the way service is delivered.

The AI era requires a new kind of service engineer: someone who can troubleshoot deeply think systematically mentor others and work with AI architects to turn real service patterns into automation prediction better documentation and better client outcomes.

This role is for the senior technical leader who has seen enough reactive IT to know there has to be a better way.

You may be the person everyone already goes to when tickets get complicated when clients need clarity or when the team needs a calm technical leader to help move things forward. You enjoy solving technical problems but you also care about the human experience behind the issue.

You do not want to spend your career closing tickets just to hit a metric. You want toidentifypatterns improve systems mentor teammates and help build a service model that is smarter calmer and more scalable.

This role is also for the engineer who wants meaningful access to AI and the opportunity to build with it as part of real service delivery. You will work alongside AI architects and service leaders toidentifywhere automation ticket intelligence knowledge retrieval and predictive support can improve the experience for both clients and engineers.

If you are energized by deep technical problem-solving continuous learning client trust and the chance to help reinvent frontline IT for the AI era this role was built for you.

• Success in this role is measured by the ability to create a calmer more reliable and more scalable service experience for clients and engineers.
• Client Environments Become Quieter and More Stable: Client environments become more stable over time with the ROC driving toward world-class benchmarks of fewer than0.25 reactive hours per user per monthand fewer than0.25 tickets per user per month.
• Issues Are Resolved Quickly and Correctly: More than80% of eligible reactive incidents areresolvedthe same day without sacrificing quality documentation communication or long-term fix discipline.
• Clients Feel Informed and Confident: Clients do not have to chase updates or wonder who owns their issue. Communication is proactive clear expectation-driven and trust-building throughout the incident lifecycle.
• Knowledge Compounds Across the ROC: Meaningful resolutions improve documentation knowledge base quality and team repeatability reducing dependency on tribalknowledgeand helping the next engineer resolve similar issues faster.
• AI and Automation Create Real Service Leverage: AI and automation are used toidentifypatterns improve documentation reduce repeat issues support faster resolution and help the ROC prevent more problems before they become tickets.
  

• Own reactivesupportincidents from intake through resolution ensuring clear triage prioritization communication documentation and follow-through both remotely and on-site.

• Provide technical leadership for complex issues across Microsoft 365 endpoints networking identity access and client environments both remotely and on-site.

• Lead client communication during incidents by setting expectations providing proactive updates andmaintainingconfidence throughout the resolution process.

• Identifyrecurring issues service patterns and root causes that should become documentation standards automation or permanent fixes.

• Create and improve knowledge base articles ticket documentation troubleshooting guides and client-specific support notes.

• Maintain high-quality PSA data in ConnectWise including notes time entries categorization statuses resolution details and next steps.

• Support ROC team consistency by mentoring teammates sharing knowledge reinforcing process discipline and helping reduce unnecessary escalations.

• Partner with leadership and AI architects to turn real service patterns into practical AI automation documentation and prevention improvements.
  

This role is expected to actively use and help shape AI-enabled service means using AI to improve ticket analysis summarize technical work strengthen documentationidentifyrecurring patterns support knowledge retrieval and surface opportunities for automation.

The goal is not to replace great engineeringjudgmentwith AI. The goal is to give great engineers better tools better insight and moreleverage.

Must Have

• 6 years of experience in technical support managed services or a similar client-facing IT environment.
• Proven ability to own complex incidents from intake through resolution in a fast-paced high-volume service environment.
• Strong hands-on experience supporting Microsoft 365 environments including Exchange SharePoint Teams Entra ID identity/access issues endpoint troubleshooting and tenant-level administration.
• Solid networking fundamentals including TCP/IP VLANs routing firewalls wireless VPNs DNS DHCP and WAN/LAN troubleshooting.
• Hands-on experience working in ConnectWise PSA or a comparable PSA/RMM environment with strong ticket hygiene documentation time entry categorization and workflow discipline.
• Ability to communicate clearly with clients during urgent or ambiguous incidents including setting expectations explaining impact andmaintainingconfidence.
• Strong documentation discipline including clear ticket notes resolution details knowledge base contributions root cause findings and repeat issue tracking.
• Demonstrated ability toidentifyrecurring issues improve processes and contribute to standards automation or permanent fixes.
• Curiosity and practical interest in using AI automation and modern tools to improve service delivery documentation knowledge retrieval and issue prevention.

Preferred Certifications & Platform Experience

• Microsoft platform:Microsoft 365 Administrator Expert Azure Administrator Associate Endpoint Administrator Associate Identity and Access Administrator Associate Security Operations Analyst Associate.

• AI and automation:Azure AI Fundamentals Power Platform Fundamentals Microsoft Applied Skills related to Copilot Power Automate Azure AI AI agents or automation workflows.

• Networking:CCNA Network UniFi/Ubiquiti Academy Cisco Meraki or equivalent networking training.
• Service operations:ConnectWise University ConnectWise PSA certification or equivalent hands-on ConnectWise service operations experience.
  

Ownership:You take responsibility for outcomes not just assigned tasks.

Calm execution:You bring clarity structure and confidence to urgent or ambiguous situations.

Technical curiosity:You enjoy learning troubleshooting deeply and understanding why problems happen.

Communication:You know that great service requires clear expectations not just technical answers.

Continuous improvement:You look for patterns reduce repeat issues and leave the system better than you found it.

People-first service:You care about the person and business impact behind every technical issue.

Modern IT is building a new kind of MSP: one that combines human-centered service platform discipline operational maturity and practical AI adoption.

This is an opportunity to join a team that believes frontline IT should be done by strong technical talent not treated as entry-level work. You will get real AI tools real mentorship from senior engineers and a clear growth path toward the Senior ROC Engineer role.

If you want to solve real problems deliver great client experiences and grow your skills inside a modern service model this role gives you that opportunity.

Estimated Market Salary Range:$110000 $130000annually. This range reflects current market benchmarks and is provided for transparency. The final compensation package will bedeterminedbased on experience skills and internal compensation guidelines.

Modern IT offers a comprehensive benefits package designed to support employee wellbeing financial security and worklife balance. Full-time employees are eligible for the following benefits:

Health & Insurance Benefits

• Medical insurance (HMO PPO Nationwide and High-Deductible Plan options)

• Coverage effective Day 1

• Modern IT contributes toward employee and dependent premiums

• Basic Life and AD&D insurance

• Optional supplemental Life and AD&D insurance (employee spouse/domestic partner children)

• Long-Term Disability insurance (employer-sponsored; effective after 3 months)

• 60% of earnings up to $10000/month

• Optional Dental and Vision insurance (effective Day 1 ifelected)

Health & Wellness Programs

• Medical Flexible Spending Account (FSA)

• Health Savings Account (HSA) for HDHP participants

• Health Advocacy Program (24/7 support for claims billing scheduling coordination)

• Employee Assistance Program (confidential counseling and resources)

Additional Voluntary Benefits

• Critical Illness Accident and Disability coverage

• Perks at Work (discounts on travel electronics home goods etc.)

• Adoption Assistance Program (up to $1500 reimbursement)

• Commuter Benefits Program (pre-tax transit/parking)
  

Time Off & Holidays

• 80 hoursof PTO per anniversary year (for new full-time employees)

• 6 paid sick days per anniversary year

• 7 paid company holidays

• Up to 2 floating holidays per calendar year
  

Retirement

• 401(k) plan with employer match

• Eligibility begins the first day of the month following 3 months of employment
  

If you are an engineer who takes ownership communicates clearly and wants to grow inside a modern AI-enabled ROC we would love to talk.

This role is for someone who wants to build improve and create real impact not just execute tickets.


Equal Opportunity Employer: Modern IT is an Equal Opportunity Employer and does not discriminate on the basis of race color religion sex gender identity or expression sexual orientation national origin age disability veteran status or any other protected status under applicable law.

2100 Arrow Hwy La Verne CA 91750 1

Required Experience:

Senior IC