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

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.

Client trust is built—or lost—every single day inside Modern IT’s Reactive Operations Center. This team sits at the heart of the client experience, owning critical moments that directly impact service 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 awareness, strong 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 to identify patterns, 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 to identify where automation, ticket intelligence, knowledge retrieval, and predictive support can improve the experience for both clients and engineers.