ROC Engineer (Level 2), AI-Enabled Service Delivery

About the role

About Modern IT Modern IT is a new kind of MSP: more intentional, more informed, and more inspired. Founded on the belief that today's business needs require different, we've rewritten 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. Why This Role Exists This role exists because the ROC, our Reactive Operations Center, is where client trust is won or lost every single day. The ROC is where issues are triaged, expectations are managed, and problems get solved. The ROC Engineer (L2) is the engine of that work: the engineer who owns the majority of mid-level and advanced reactive tickets, keeps work moving with clear communication, and shows up on-site when a ticket or user request needs hands-on support. At Modern IT, we do not treat frontline service as entry-level work. We are building a ROC staffed by capable engineers who combine solid technical skills, strong communication, process discipline, and a genuine interest in using AI and automation to deliver a calmer, smarter service. Who Thrives in This Role This role is for the engineer who has solid hands-on experience, wants more ownership, and is ready to grow toward senior-level work. You enjoy working within a busy queue, but you do not just close tickets to hit a number. You communicate clearly, document well, and care about the person behind every issue. You know when to dig deeper, and you know when to escalate, because asking for help early is what keeps clients happy and tickets moving. You are comfortable going on-site when remote support is not enough. Whether it is a hands-on hardware issue, a network problem, or a user request that deserves an in-person touch where you represent Modern IT professionally in front of our clients. You are also curious about AI. You want to work somewhere that gives you real AI tools for ticket analysis, documentation, and knowledge retrieval, and you want to get better at using them every day. If you want to sharpen your technical depth, deliver great client experiences, and grow into a senior engineer inside a modern, AI-enabled service model, this role was built for you. Success Factors Success in this role is measured by the ability to efficiently resolve complex technical issues, maintain clear and proactive client communication, contribute to a healthy and well-managed ticket queue, and identify opportunities for continuous improvement. Issues Are Resolved Quickly and Correctly You contribute directly to the ROC goal of resolving more than 80% of eligible reactive incidents the same day, without sacrificing quality, documentation, or communication. Escalation Happens Early and Effectively When a ticket is stuck, you escalate to a Senior ROC Engineer or the Service Manager with clear context instead of letting it age. Effective escalation is a strength in this role, not a weakness. Clients Feel Informed and Confident Clients have confidence that their issues are being actively managed through clear ownership, proactive updates, and consistent communication. Expectations are established early and reinforced throughout the incident lifecycle, whether support is delivered remotely or on-site. Tickets Move with Ownership and Clarity Every ticket you own has a clear priority, next step, and path to resolution. Work does not stall, bounce unnecessarily, or disappear into the queue. On-Site Visits Build Client Trust When tickets require an on-site touch, visits are timely, well-prepared, professional, and fully documented, leaving clients more confident in Modern IT than before. Documentation Gets Better with Every Ticket Ticket notes, time entries, resolution details, and knowledge base contributions are complete and accurate, helping the next engineer resolve similar issues faster. What You'll Own Own mid-level and advanced escalated reactive support tickets from intake through resolution, with clear triage, prioritization, communication, documentation, and follow-through. Provide advanced troubleshooting and support across Microsoft 365, Entra ID, Exchange Online, SharePoint, Teams, Intune, endpoint management, networking, firewalls, VPNs, identity and access management, and client line-of-business applications. Go on-site to client locations as required for tickets, including hardware, networking, and hands-on support that cannot be reso

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