Tier 1 Systems Engineer

Job Description: Responsible for customer issues such as solving usage problems and fulfilling service desk requests that need IT involvementTroubleshoot beyond the PC, including servers, network devices, and cloud systemsRespond to customer support requests via phone, email, chat, or customer portalInteract with clients using professionalism and promptnessJointly solve problems through collaboration with team membersProvide quality customer service skills in all forms of communicationCollaborate with Tier 2 and Tier 3 technicians on escalated customer support requestsDocument resolutions and build knowledge base articlesTrack time and activity in the Magna5 ticketing systemUtilize the Magna5 monitoring and cybersecurity systems to triage alerts and alarmsRequirements: Minimum of 1 year administering/supporting Remote-Desktop/Remote-App EnvironmentsRemote troubleshooting of printers/scanners/scan-to-faxRemote troubleshooting of VPN issuesActive Directory/Azure ADOffice365/Microsoft365LAN/WAN environmentsExperience with PSA and RMM Tools1+ year in a Managed Service Provider environment (preferred)Experience remotely supporting Apple products including MacOS & iOS (preferred)Experience working with Life Sciences companies or in highly regulated environments (preferred)Microsoft Windows Server 2012/2016/2019/2022 (preferred)Microsoft 365 Administration (preferred)Active Directory (preferred)Fundamental understanding of DNS, DHCP and TCP/IP (preferred)Microsoft Exchange and SQL Server (preferred)VMware vSphere (preferred)Knowledge of back up technologies (preferred)Knowledge of security practices and policies (preferred)Associates degree in IT-related curriculum. Relevant and significant industry experience may provide as a substitute for the education requirement. (preferred)Benefits: Hybrid environmentPaid time off including paid holidays and floating holidaysBonus potential based on individual and company performanceHighly competitive and flexible medical, dental, and vision benefits plans401(k) with employer matchTailored Life and Disability insurance plansFull reimbursement for approved professional certification and career enriching opportunities